Retail Store Manager

Benefits: Dental insuranceEmployee discountsHealth insurancePaid time offVision insurance Are you "wild" enough to work at the Zoo? 

As the Retail Store Manager, you take "pride" in providing an excellent customer experience for our guests. You love to "flock" merchandise attractively in order to increase sales. You "feed" your team members motivation and support, and you are naturally passionate about conserving the earth and its resources.  Schedule: For the first 90 days, Wednesday-Sunday generally between 8:30 am to 6 pm.  Occasional evenings for events or based on business needs. After 90 days, Tuesday - Saturday with Sunday and Monday off. Wages: $27.50 - $29.80 per hour, DOE SUMMARY:
Under general direction of the Director of Retail Operations (DRO), the Retail Store Manager is responsible for all aspects of the retail operations at the Zoo, specifically the sales goals and a superior guest experience. The Retail Store Manager supervises and motivates the Retail Operations staff, providing inspiration to drive sales and to exceed guest experience expectations through coaching, providing effective feedback, reward, and recognizing accomplishments. The Retail Store Manager must promote a fun and positive work environment that fosters open communication, encourages teamwork, and inspires an excellent guest experience.  
ESSENTIAL DUTIES: Daily Operations Acts as Manager-On-Duty, taking responsibility for all Retail store operations, working collaboratively with the Retail department's  staff, delegating work whenever possible, and filling in for staff as neededManages and monitors all zoo Retail outlets and staff.Models and ensures a high quality guest experience across all Zoo operations related to RetailExhibits a positive, "can-do", "guest-first" approach with staff and  guests alike.Manages store operations and maintains displays to ensure a 'grand opening' look and feel to our guests daily and throughout the day.Inspires guests, as well as staff, with our unique product offerings through product knowledge, stories, and demos.Oversees all aspects of the Point of Sale system and interfaces with Computer Support to troubleshoot problems.Is knowledgeable and proficient in Zoo's point-of-sale (POS) system in order to accurately and efficiently process guests' transactions in compliance with Zoo policies; Ensures accurate processing of sales, rentals, returns, gift certificates, special orders, memberships, etc. and is able to troubleshoot basic issues.Utilizes Zoo's business reporting tools and analyzes data to drive stores' sales to meet or exceed budget goals. Communicates this information in a timely manner with Director of Retail.Manages the rental of strollers, wagons, wheelchairs, etc., assuring cleanliness, maintenance and safety.Recommends purchases of equipment and routinely ensures its' proper maintenance of equipment.Working with stock: ensures all inventory is properly received and tagged for sell.Administers and enforces safety training and protocols as set forth by the Director of Safety and Security.Oversees policy compliance of Retail staff in: quality of guest service, cash handling, standard operating procedures, Safety compliance. Manages disciplinary issues in collaboration with the DRO and/or the Director of Human Resources, recommending the termination of employees when necessary.Coordinates with Marketing, Advancement and Guest Services, to assist with Special Events and Private Events.Glady accepts other duties as assigned by Director of Retail.
Guest Relations Greets every guest with a smile within 10 feet, verbally within 5 feet. Thanks guests for supporting/visiting the Zoo.Trains front-line staff in customer service and conflict resolution.Handles visitor complaints, problems, inquiries, and accident reports according to Zoo guest relations procedures. Resolves guest experience-related issues using good business judgment and elevating, as needed, to the Director of Retail.Makes guest recovery efforts with assistance of senior management team and security when necessary.Collaborates with other departments in creating and maintaining the a superior guest experience. Staff Management and Development Ensures all employees are familiar with and understand our Mission, Core Values, and Hedgehog.Practices and exemplifies core values, policies and procedures, and ensures compliance of all employees with established Zoo standards.Interviews weekly, recruiting, hiring, training, and scheduling for all open positions in Retail.Ensures staff availability agreements, along with a hiring/training plan, are in place to support the Retail guest experience and sales goals, while managing labor budget goals.Approves all timecards, assuring accuracy and obtaining Meal Issue forms when necessary.Provides staff training on specific roles and positions.Communicates to the team daily sales goals and coaches in-the-moment performance opportunities to achieve these goals.Demonstrates, models and coaches staff in consistent selling behaviors that inspire our guests towards a greater connection with our products and our mission.Coaches to reinforce positive behavior, challenges negative behavior, and motivates the team to work together to achieve goals.Shares critical information, best practices, and procedures on a consistent basis with leads and front-line staff in-the-moment and also through meetings.Ensures compliance of employees with established security, sales, and recordkeeping procedures and practices.Ensures staff development for future supervisory needs, including administration of the 90-day and annual performance appraisal process.Develops and implements, individual development plan for leads (and some individual contributors) within the Retail Operations team.Performs evaluations for leads (and some individual contributors) within the Retail Operations team.Provides staff coaching, support, and feedback on a regular basis.Responds to staff questions and concerns in a timely fashion. 
Visual Merchandising
Created by the DRO, maintains consistent and visually appealing store presentations, including signage, lighting. The "central displays" of each store must be maintained to represent a striking  first impression that entices our guests to come into our stores.Ensures our stores are "closing to open" each evening and that, throughout the day, a clear and defined floor zoning and management occurs to maintain merchandising standards. Organization ·         Collaborates with all other department managers as a member of the Zoo's management team.
Fosters positive relationships with other supervisors and leads across Zoo departments.·         Participates on teams, circles, and committees to explore solutions to various challenges and opportunities
Adheres to and enforces Zoo's policies and procedures, as outlined in the Employee Policy Manual.Applies and exemplifies "green" (sustainable) practices.Attends bi-monthly All Zoo meetings.With the DRO, assists in scheduling bi-weekly meetings with the retail leads and monthly meetings with all retail staff. SECONDARY DUTIES: Answers phone calls, voice mails, and e-mails promptly.Ensures the Zoo's presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditions.Associates with guests to assist and share information.Maintains a clean neat appearance and adheres to the Zoo's uniform dress code.Takes responsibility to stay informed about happenings at the Zoo, such as reading employee communications and attending meetings.Reflects the qualities outlined in the Guest Relations Statement, Core Values, and the Employee Pledge.·         Gladly performs other duties as assigned.
POSITION CRITERIA: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience: ·         BA in business administration, or relevant field, preferred.
·         Directly related educational or retail experience may be substituted for a degree.
·         Prefer 5 years customer service experience in the retail industry.
·         Prefer 2-3 of those years in a management or supervisory position.
·         At least 21 years of age
License, Certification, or Preferred Qualifications:
Valid California Driver's License with good driving recordAbility to get CPR and First Aid certifiedAbility to get Forklift certifiedAbility to pass a DOJ Live Scan background check
·         Ability to converse in Spanish language a plus.Knowledge, Skills, Abilities:
·         Ability to take responsibility of every aspect of the Retail store operations.
·         Ability to effectively supervisor and communicate and  and interact as a team.
Ability to maintain a positive, supportive, and open work environment.Ability to remain calm and composed in times of emergency and stress, and to make sound decisions quickly.Solid time management, organizational skills, and ability to focus  to prioritize and multi-task with great attention to details.Satisfactory oral and written communication skills.Ability to plan, assign and supervise the work of staff.Strong analytical capabilities, especially when it comes to sales goals.Ability to exercise discretion and independent judgment.·         Accurate cash handling such as counting and reconciling banks.
Working knowledge of MS Office, Google Office, and ability to learn POS and inventory software.Required to work a flexible schedule to meet the needs of the business, which will require some evening, weekend, and holiday shiftsAbility to work successfully in a shared office environment with constant interruptions. Physical Demands & Work Environment:
Physical demands are in excess of those for sedentary workMust be able to participate in operational practices: includes ability to lift 50 lbs. occasionally and 20 lbs. frequently, climb stairs or ladders, manipulate tools, and stand/walk for at least three continuous hoursAbility to kneel, crouch, and reach Ability to push, pull and lift up to 50 lbs. occasionally, 10-20 lbs. frequently Ability to  have close visual acuity to perform activities such as: preparing andanalyzing data and figures; viewing a computer terminal; reading
·         Ability to work successfully in a shared work environment with various interruptions
·         Ability to drive an electric cart
·         Ability  negotiate the zoo work environment including behind-the-scenes, lawns, gravel, and hilltop
Involves working out-of-doors in all weather conditions Tools Used: Cash register/computer Point-of-Sale and inventory system.Standard office equipment: telephone, copier, printer, fax machine.Computer and software: MS Office, working knowledge of PhotoShop.  Cloud-based applications such as AsanaFork liftElectric cartAnimaland stuffing machineFudge making equipment and kitchen toolsTwo-way radioPrice gunTagging gunScissors and box cutter This job description is representative of the expectations of the position described.  Additional duties, reporting relationships, and/or position criteria may be assigned as deemed necessary by the Chief Executive Officer or authorized representative.  No changes to this job description shall be made without written permission by the Chief Executive Officer or authorized representative.
The Zoo reserves the right to revise this job description at any time.  The job description does not constitute a contract for employment and does not guarantee employment for any specified period of time.  The job description does not in any way alter the at-will employment relationship.
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Compensation: $27.50 - $29.80 per hour
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.
Do you love animals and working with people? Join the fun, caring, friendly, and energetic team at the Santa Barbara Zoo in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation.Once you apply, please make sure to check your spam folder if you do not see an email response from the Zoo.
The Santa Barbara Zoo is a private 501(c)(3) nonprofit corporation and is a fully accredited member of the Association of Zoos and Aquariums. Known as one of the world's most beautiful zoos, it is located on 30 acres of lush botanic gardens overlooking the Pacific Ocean. It is home to more than 146 animal species living in open, naturalistic habitats. Our wonderful collaborative team includes up to 220 employees and 50 volunteers.