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Service Manager
URBN
New York, NY, United States
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BHLDN Service Manager - 1230 3rd Ave. @ 71st St., New York
The Service Manager contributes to a profitable and customer centric environment through the development of the shop team. Oversees the development of BHLDN Stylists, manages the selling/operations of appointments, supports shop and total store operations, and applies merchant skills to curate a compelling customer experience.
REPORTS TO: Shop Manager
SALES & PROFITABILITY
• Meets or exceeds sales, payroll and shrink goals. Controls expenses to increase profitability
• Assesses the business using company reporting tools, prioritizes, and creates action plans to impact results
• Assesses sales forecasting and payroll management to facilitate an effective daily zone chart
• Communicates priority product and allocation needs to Shop Manager
PEOPLE & DEVELOPMENT
• Supports the Shop Manager in recruiting, hiring, and retaining top talent to build bench for the Shop
• Supports the Shop Manager in creating and maintaining a succession strategy
• Facilitates a thorough and thoughtful onboarding for New Hires
• Ensures that development happens through all levels of the team
• Supports an environment of self-awareness and self- development
• Leverages the skill sets and expertise of others
• Supports a culture of action and accountability
• Facilitates meetings that are collaborative, educational and motivational
• Administers performance appraisals, sets goals and conducts consistent touch-bases with direct reports
• Ensures that coaching and counseling is consistent and timely
CUSTOMER CONNECTION
• Cultivates an environment of genuine customer connection
• Demonstrates extraordinary service and styling direction, leading by example on the sales floor
• Facilitates an energized pace, positive service environment and team development through the MOD role
• Acts as a brand ambassador reflective of the company values and aesthetic
• Understands multi-channel business - implements processes and utilizes tools to better service the customer
• Oversees utilization of Stylists and associates to elevate service, styling, and team development of these skills
• Supports and engages with local community via events and social media platforms
• Develops strategic selling techniques to enhance the customer appointment experience
LEADERSHIP
• Possesses strong written and verbal communication skills
• Possesses strong assessment and decision-making skills
• Is an entrepreneur, takes smart risks with measurable results
• Provides global insight in relationship to the customer experience and communicates information to the Shop Manager
• Facilitates the sharing of product knowledge
• Builds and maintains productive partnerships
AESTHETIC UNDERSTANDING & APPLICATION
• Has a strong understanding of trend and style that is reflective of the brand and bridal industry
• Upholds stock-to-sales processes and presentation standards
• Collaborates with Shop Manager, SM and VM to assess merchandising and outfitting
• Supports Shop Manager to ensure merchandising decisions are reflective of trend and support brand messaging
OPERATING PROCEDURES
• Adheres to and holds team accountable to Typical Day/Week Guidelines
• Trains and holds team accountable to all brand processes
• Upholds and ensures compliance with markdowns, transfers and restock standard within the Shop
• Maintains a visually compelling store that is neat, clean and organized
• Adheres to and develops awareness around internal and external Loss Prevention procedures
• Executes Weekly, Monthly and Quarterly Plans established by the Shop Manager and SM/VM
• Guides Supervisors and team to achieve weekly Shop objectives
• Upholds all Company Policy and Procedures
• Manages physical integrity of store (facilities, IT) through consistent reporting of issues
Sound like a good fit?
If you are ready to lead and inspire a team of positive, dynamic individuals, please apply on-line. We look forward to reviewing your unique qualifications. You can learn more about BHLDN and all URBN brands at http://www.urbn.com/
Benefits
As a BHLDN employee, your health and well-being are among our highest priorities. We offer a comprehensive benefits package that includes medical, vision and dental coverage, a fabulous merchandise discount, an employer-matched 401(k) plan, qualified transportation credit, a generous employee referral program and much more!
The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.