Company: PGA Tour Superstore
Posted on: September 23, 2022
Starting Rate: $27.00 per hour
At PGA TOUR Superstore, we are always looking for enthusiastic,
self-motivated, flexible individuals who will share a passion for
helping transform our business. As one of the fastest growing
specialty retailers, we are dedicated to hiring selfless team
players from different backgrounds to influence the growth of our
organization. Part of the Arthur M. Blank Family of Businesses, PGA
TOUR Superstore continuously strives to create a family culture for
our Associates - driven by our vision to inspire people through
golf and tennis.
The Experience Manager is primarily responsible for leading and
enabling a team of Associates to deliver the best possible Customer
experience in the store through our services desk and front-end
experience. This includes coaching and training Associates,
delegating, following-up on daily tasks, managing performance, and
ensuring proper department coverage to serve the Customer. The
Experince Manager is expected to act as the owner of their assigned
departments. This role impacts PGA TOUR Superstore mission daily by
planning, scheduling, monitoring, and successfully implementing all
non-selling operations in the front end of the store, facilitating
the store's ability to provide a superior Customer shopping
experience and maximize sales and profitability. To be successful,
the Experience Manager must collaborate and communicate with Store
Leadership Team to determine the most effective methods for
exceeding service and experience objectives. The individual in this
role must continuously lead, plan and maintain all store-based
experiences including but not limited to all store events,
community events, services desk, and front-end experiences.
Clear communication through directing on-floor work assignments,
operational tasks, leading and communicating Company objectives to
Associates, and providing specific departmental training of all
Support in leading your assigned Associates onboarding, learning
and help close the product knowledge/systems gap through
development, coaching and Associate interaction.
Consistently partner with Manager, Associate Support to ensure all
onboarding tasks and departmental training is successfully
completed by designated timeframe.
Engage in consistent and meaningful development conversations with
all assigned Associates through their employment journey.
Create a strong culture of appreciation by consistently recognizing
excellent individual and team performance.
Ensure accountability by setting and sharing clear expectations and
ongoing management of performance (observe, recognize and
Provide hiring and termination recommendations based on
skills/performance to the General Manager and Assistant General
Manager. Leverage all accountability paths including but not
limited to performance improvement plans, coaching conversations,
and formal write ups.
Retain a passionate team for area-specific knowledge and expertise.
Through implementation and execution of all development plans set
in place by General Manager/Assistant General Manager.
Build and develop a team of passionate and knowledgeable
Services/Customer Service Associates who strive to exceed Customer
expectations through a world class in-store PGA TOUR Superstore
Lead and create a service/experience culture that prioritizes the
Customer experience; model, train, and coach to deliver on these
Strategically plan weekly/monthly/quarterly workload to support
business priorities by leveraging all workload planning tools to
deliver a consistent Customer experience in-store, store events &
Demonstrate a commitment to diversity, equity, and inclusion
through continuous development, modeling inclusive behaviors, and
proactively managing bias.
Anticipate staffing needs, talent plan and recruit - both long and
short term to maintain the best in-store Customer experience.
Consistently collaborate with Store Leadership Team to ensure
alignment and delivery of all Company priorities. Partner with
organizations that are important to the community you serve to
create collaborative experience-based community events in
partnership with the Field Marketing Manager. For example:
(Schools, chambers, restaurants, resource centers)
Responsible for opening and closing the store at times without
additional leadership presence. Responsibilities include but not
limited to cash handling procedure, deposits, Customer escalation,
opening/closing procedures, providing task direction to all
departments, validate proper staffing in all departments to support
store needs, maintain brand/merchandising standards across entire
store, drive Customer experience and Associate/Customer safety.
Maintain the Company's Operational and Merchandising Standards
through a consistent presence on the sales floor, and training of
Service/Customer Service Associates as needed.
Ensure compliance with all Company Standard Operating Procedures
(SOPs) through process observation and extensive Associate training
Enable Team Leads and Services/Customer Service Associates to be
champions of their products and services, ensuring Associates can
inform, educate, and promote offerings to Customers.
Expect and enable your teams to stay up to date on upcoming
merchandising promotions and marketing events to maintain a strong
experience focus throughout the life cycle of a promotion.
Partner with Manager, Associate Support to strategically
staff/schedule based on weekly and monthly business workload and
Customer traffic. Leverage all tools including but not limited to
workload planning, carton tracker tool and markdown calendars.
Ensure compliance with all loss prevention policies and procedures
to maintain store inventory accuracy and a safe and secure
Demonstrate a culture of ethical conduct, safety, and compliance.
Lead store Team Leads to work in the same way and hold others
accountable for this commitment.
Conduct department walks with Team leads or Associates on a
consistent weekly cadence to maintain operational excellence,
Customer experience and Associate engagement within your assigned
Responsible for the accuracy of assigned departments inventory
through consistent execution of the RTV process, store
returns/checkout accuracy, maintaining tagging integrity, accurate
handling of the trade in/premium playability process and proper
handling of service-related processes.
Qualifications and Skills Required:
_Communication: _ Candidates must have strong listening and
interpersonal skills. They must possess good verbal and written
communication skills and be able to communicate cross-functionally.
Candidates communicate expectations and standards to execute
_Analytical: _ Candidates must have strong strategic skills and the
ability to effectively forecast business needs and develop
comprehensive solutions to complex problems. Candidates must be
able to identify opportunities and solutions to increase sales and
strengthen operational processes.
_Computer: _ Candidates must possess basic computer skills with a
working knowledge of the Microsoft Office Suite, including
_Accountability: _ Candidates must possess the skills to manage
conflict, lead conflict resolution and hold others accountable.
_Business Acumen: _ Strong business acumen with complete
accountability for P&L management.
_Organization: _ Candidates must be able to organize multiple
priorities to ensure that resources are properly allocated to meet
_Leadership: _ Candidates must be able to lead by example and,
through daily actions, enforce a high standard of Customer service.
Candidates must lead with a Servant Leadership approach.
_Education: _College Degree or Equivalent Leadership
_Experience: _ Leading small-large groups of Associates to include
performance management, disciplinary action and business
_Working __C__onditions and __P__hysical __D__emands__: _Must be
able to stand for extended periods of time, climb up and down a
ladder, move throughout the store, and lift a 30 lb. box
_Schedule__: _ Must be able to work a flexible work week, and work
nights, weekends, and holidays depending on business needs.
PGA TOUR Superstores is an Equal Opportunity Employer, committed to
a diverse and inclusive work environment.
Please note this job description is not designed to cover or
contain a comprehensive listing of activities, duties or
responsibilities that are required of the employee for this job.
Duties, responsibilities, and activities may change at any time
with or without notice.
We comply with all laws that prohibit discrimination based on race,
color, religion, sex/gender, age (40 and over), national origin,
ancestry, citizenship status, physical or mental disability,
veteran status, marital status, genetic information, and any other
legally protected status. Employment discrimination isn't just
unlawful, it violates our policies and is not who we are. Every
associate at every level in the organization is prohibited from
engaging in any form of discrimination.
An associate who believes s/he is being discriminated against
should report it immediately to the Human Resources department. The
law and our policies prohibit retaliation against anyone for making
such a report.
Job Type: Full-time
Pay: From $27.00 per hour
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Keywords: PGA Tour Superstore, Torrance , Experience Manager, Executive , Torrance, California
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