Market Operations Manager - San Diego, CA Area
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POST DATE 9/17/2016
END DATE 10/17/2016
JOB DESCRIPTIONResponsible for member experience, profitability, sales, margin results and market growth for all stores, with an emphasis on operations.
Accountable for driving performance across market stores through member experience, profitability and market growth. Responsible for whole store performance, in addition to development and execution of business plans for the market to drive operational excellence and maximize opportunities. Drives a 'WOW' member experience and sets expectations for the use of integrated retail tools in operations across the market. Held accountable to the scorecard metrics. Partners with market team to drive whole store performance and support regional initiatives, implementing improvement actions, driving operational processes, and conducting store visits.
-Accountable for driving performance against relevant metrics with a focus on member experience and margin results. Utilizes internal and external data and analytics relevant to store-wide and operations performance (e.g., SYW data, market share and local information, trends, demographics) and develops action plans to achieve goals.
-Develops and executes a business plan for the market focused on store operations, based on Retail Services and regional business plans.
-Accountable for driving business and market growth across stores by assessing internal and external data and analytics (e.g., SYW data, market share and local information, trends, demographics) and developing action plans to achieve sales goals.
-Monitors store level margin drivers across the market and drives improvements.
-Sets expectations for the member experience, process approach and use of integrated retail tools in operations across stores, and coaches store leadership on how to improve performance.
-Participates in training operations teams to model the right behaviors and ensure operations associates are demonstrating the right behaviors and consistently delivering a 'WOW' member experience.
-Reinforces a selling culture in market stores focused on understanding and meeting member needs, both in operations and store-wide; holds store leadership accountable for driving a selling and member experience focused culture.
-Sets expectations for the Members First Engagement (MFE) selling approach and use of integrated retail tools in operations across stores, and coaches store leadership on how to improve performance; supports store leadership in using the appropriate tools and implementing actions in closing the gaps.-Engages with members through pulse checks in stores to ensure they are receiving the right experience; facilitates discussion with store leadership on member interactions and feedback to gain insights and understand gaps from what was delivered.
-Supports store leadership in using the appropriate tools in closing the gaps.
-Drives execution of business unit and Retail Services plans, projects and initiatives with the region, market and store teams.
-Reinforces a culture of coaching and development in the market and stores, providing support for the success of all associates. Drives embedment of coaching processes in the stores and the development of hourly associates. Utilizes PMP tools to accurately document progress on associate coaching and store visit performance.
-Partners with market team and store leadership to develop high potential talent; participates in development of associates in talent programs (e.g., GEM, RLDP).
-Provides feedback and coaches store leadership and market peers to support their development.
-Demonstrates support for Retail Services and regional initiatives to improve store culture, teamwork and associate effectiveness.
-Demonstrates operational excellence leadership across the stores. Reviews core processes and standards store-wide during every store visit, and partners with market and store leadership teams to implement actions to drive improvements.
-Drives operational excellence in store operations and other relevant processes in the market. Utilizes the Retail Excellence Dashboard to identify opportunities for improvement in store operations. Partners with store leadership, and regional operations as needed, to implement actions and on-the-job training to drive improvements.
-Holds store leadership accountable for implementing action plans and training to drive improvements.
-Works with store and support teams to maximize process effectiveness in meeting member and salesfloor needs.
-Partners with support teams to improve workflow.
-Ensures consistent execution of operational processes within stores; coaches Store Managers and Operations Managers to improve understanding of relevant standards of excellence and subsequent performance.
-Partner with Home Services and other teams to resolve escalated or reoccurring issues in delivery, installation, service or other operational processes impacting the member experience or profitability. Coordinate with Market team on resolution.
-Conducts store visits and partners with market team in planning store visits to address store-wide initiatives and issues.
-Engages communities to enhance the Company's image and build mutually beneficial partnerships.
-Engages in local marketing and ad distribution to further build relationships and attract additional foot traffic.
-Continuously looks for opportunity to drive profitable relationships within the local Markets.
-Supports community events; incorporates community actions into business plans.
-Multi-line store management (Apparel, Marketing, Hardlines, and Operations) skills
-Knowledge of financial operations and processes; analytical skills to diagnose root cause and implement solutions
-Leadership skills in selecting, assessing, coaching, and developing managerial talent, preferably in a retail environment
-Entrepreneurial mindset with ability to develop and maintain strong partnerships externally and internally
-Effective communication skills and ability to influence others and lead change; interpersonal savvy
-Strong problem-solving and analytical skills, and skill in identifying root cause and making data-driven decisions
-Experience in managing operations activities
-Experience managing teams remotely
EOE Minorities / Females / Protected Veterans / Disabled