Assistant Store Manager - Here To Help, Google Store Retail Georgetown
3 Days Old
The Assistant Manager must be a goal-driven individual, expected to create and promote an extraordinary experience and a "consumer first" environment. The Assistant Manager will have specific responsibilities in associate management in the retail space, to include hiring, development, coaching, scheduling, and discipline of associates to ensure an outstanding consumer experience, cost efficiency, and quality operations. Maintain inventories at adequate levels and maintain the appearance of the space. Complete accounting and necessary reports associated with daily activities in the space, including physical inventories.
Assistant Manager, Here To Help
Responsible for managing the technical support team, support & repair journeys and associated performance targets
Deliver 'Radically Helpful' customer solutions for the brand ecosystems
Salary: $72,000-$78,000
Responsibilities
Essential Functions of this Position
- Be the expert on 'Radically Helpful' customer service and brand ecosystems.
- Oversee technician repair process, repair trends, and ticket creation
- Create an inclusive, collaborative and engaging environment.
- Support the Store Manager in daily operations and store management
- Manage execution of opening and closing procedures including visual merchandising, inventory management, daily coverage plans and system reconciliation.
- Guide all employees within the store, set task prioritization, resolve issues and customer escalations.
- Build and coach teams, focusing on techniques which promote customer solutions, loyalty and measurable results.
- Responsible for inventory management and brand visual excellence.
- Responsible for routine or standard technical problems and responds to standard requests from customers
Supervise personnel:
- Meet and exceed assigned goals for: consumer experience and reputation, sales and service, revenue and productivity
- Consistently demonstrate excellent interpersonal, leadership, and coaching skills
- Create a work environment where motivated people can excel, exceeding daily ownership goals
- Oversee floor experience - act as Floor Leader to ensure consumers receive a world-class experience
- Own consumer coordination and welcome process
- Support team and assist with consumer interactions and transactions
- Coach and counsel personnel on opportunities with key sales and reputation metrics, recognize positive performance against key metrics and hold associates accountable for poor performance
- Perform role plays with associates on a regular basis to demonstrate world class service
- Facilitate weekly personnel training/educational sessions to stay up-to-date on store products and competitive technology
- Resolve or escalate appropriately any service issues
Management and Development:
- Interview, hire and make necessary discipline decisions including terminations, for personnel Inspire and engage associates by motivating team to succeed
- Promote passion, pride and commitment
- Lead by example and serve as a resource for product knowledge
- Develop associates for growth and promotion by delegating appropriate responsibilities and inspecting completion
- Improve associate engagement through appropriate behaviors and actions
- Observe and coach associates to provide feedback around consumer experience technique effectiveness and providing excellent consumer service
- Ensure personnel adhere to the Code of Business Conduct and conduct investigations with HR as needed
- Quickly resolve any fraud issues communicated by Security; may involve working with Security or Finance teams
- Fully understand and assist in educating personnel on any incentive plans, and ensure associates know how to maximize their payout.
- Ensure Fair Labor Standards Act (FLSA) compliance
- Review, approve and communicate temporary assignments and overtime for floating personnel
Product Launches:
- Partner with management and other appropriate parties to successfully launch new products, services and processes and to review staffing forecast plan
- Actively inspect post-launch and drive improved results with best practices
- Inspect that associates are properly trained on new products and promotions to demonstrate and discuss with confidence
- Document and report concerns with associates' knowledge and/or behavior, and provide additional coaching and/or discipline as appropriate
- Coordinate with security, facilities and space management to ensure smooth product launch-day execution including operations, staffing and scheduling
- Responsible for activity in space at all times
- Employ scheduling tool to properly staff and meet business needs, training and special events such as product launches.
Merchandising:
- Accountable for adhering to the merchandising standards
- Instill a sense of pride and ownership in space appearance - where all associates understand the space is the face of the brand to every consumer.
Compliance:
- Drive operational compliance of back office processes, procedures and policies
- Manage hours, time off, attendance and payroll approvals
- Ensure timely completion of required training to empower personnel to succeed
- Implement, execute, and inspect existing and new retail programs, tools and training
- Execute monthly cost reviews of overtime, discounts, returns and credits
- Responsible for ensuring the training for associates to ensure they have the appropriate level of system/tool access for their roles and responsibilities.
Other:
- Report fraudulent activity to Security
- On-call for emergencies
- Continuously display high integrity
- Develop strategic perspective and champion change
- Inspire others to high performance through collaboration and teamwork
- Utilize professional expertise to solve problems and analyze issues
- Capture initiative and strive for results
- Other duties as assigned.
Qualifications
- 3+ years' experience in Retail Management in high touch customer facing environments
- Management experience in high touch technical customer solution environment
- Proven ability to communicate complex technical processes
- Proven ability to problem solve quickly & manage multiple operational workstreams
- Effective communication, presentation and interpersonal skills
- Strong organizational skills with attention to detail
- Experience working with any of the larger consumer electronics stores technology. Demonstrates passion for leading edge technology and product solutions.
- Possess strong written and verbal communication, and working knowledge of G-Suite
- Have a strong working knowledge of human resources policies and standard operating procedures
- Experience conducting coaching, counseling and performance, positive reinforcement.
- Bilingual Spanish /any other language is a plus but not required.
- Ability to communicate in writing, through email, reports, or orally, product service matters to audiences of less technical experience and understanding
- Ability to assess customers' support needs when they arrive & provide solutions
- Excellent sales skills and demonstrated ability to meet or exceed performance standards
- Ability to motivate and lead direct reports
- Ability to work flexible hours, including evenings, weekends and holidays
- Work with associates to elevate skills and performance, providing coaching on opportunities for improvement
- Maintain knowledge of all brand products - complete training and support associates with required training on current and upcoming products.
Along with competitive pay, we offer a comprehensive benefits program. Benefits are subject to change and may be subject to specific elections, plan, or program terms. This role may be eligible for the following:
- Medical, Dental, Vision, and Telehealth
- Basic Life Insurance and AD&D
- Voluntary Life Insurance
- Short Term and Long Term Disability
- Flexible Spending Account
- Health Reimbursement Account
- 401(k) match
- Legal Insurance
- Pet Insurance
- Employee Assistance Program
- Employee Discount Program
- Tuition Assistance Plan
- Paid Time Off and Company Paid Holidays
About Us
Mosaic is a part of Acosta Group - a collective of the industry's most trusted retail, marketing and foodservice agencies reimagining the way people connect with brands at every point in their shopping journey.
As a leading North American integrated marketing agency, Mosaic specializes in everything from experiential marketing, commerce + retail media and field marketing, to design and production. With a 35+ year history, Mosaic has office hubs in Chicago, Dallas, and Toronto and full reach across North America.
We focus on creating brand experiences that connect brands with consumers in creative and relevant ways. Mosaic's ultimate mission is to propel our client's business, culture, and communities forward to make the human experience better. We are diverse, yet like-minded individuals, and we believe in taking risks and creating shared experiences, not just for our clients, but for each other. Every associate is given the keys to charter new ground as they collectively live in the moment of building memorable experiences together.
Acosta Group is an equal opportunity employer and will ensure that applicants with disabilities are provided with reasonable accommodations. If reasonable accommodation is needed, please contact AskHR@acosta.com. Be sure to include "Applicant Accommodation" in the subject of your email to expedite the request.
Acosta Group believes in good faith that the minimum and maximum annual salary or hourly compensation range for this opportunity is accurate and reasonable at the time of posting.
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- Location:
- Washington
- Job Type:
- PartTime