Retail Supervisor

Job Description

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!

This is a regular, full time, non exempt position

Compensation: $26.20 - $27.30 DOE

Schedule/Time Commitment: 5 days a week / 7:30 am -7:30 pm / Monday Sunday

SUMMARY:

Under the general direction of the Director of Retail Operations, the Retail Supervisor is responsible for the overall sales, guest experience, and visual merchandising for all Retail locations throughout the Zoo. The Retail Supervisor supervises and motivates the Retail Leads and Retail Ambassadors, providing inspiration to drive sales and exceed guest experience expectations through coaching, providing effective feedback, and recognizing and rewarding accomplishments. The Retail Supervisor promotes a fun and positive work environment that fosters open communication, encourages teamwork, and inspires an excellent guest experience.

ESSENTIAL DUTIES include the following:

Daily Operations

Manages day-to-day operations at all Zoo retail outlets at the main gift store, the fudge store, the Train Store, and any pop-up retail opportunities at special Zoo events.

Acts as the floor supervisor, taking responsibility for all retail store operations, working collaboratively with the Retail Departments leads and front-line staff, delegating work whenever possible, and filling in for staff as needed.

Manages visual merchandising standards set out by DRO to ensure a grand opening look and feel to our guests every day and throughout the day.

Working with DRO, analyzes staffing needs and prepares staff schedule online in WhenToWork.

Communicates with the entire team via email, text, through WhenToWork, as well as printing out important information and posting it in the stock room.

Plans the Daily Schedule in Google Docs for the main store and the train store and prints a copy every morning to go out on the floor.

Provides staff training on specific roles and positions.

Is knowledgeable and proficient in the Zoos 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 Zoos business reporting tools and analyzes data to drive stores sales to meet or exceed budget goals.

Manages the rental of strollers, wagons, wheelchairs, etc., assuring cleanliness, maintenance, and safety. Checks for online ECV reservations every morning.

Recommends the purchases of supplies and equipment and routinely ensures their proper maintenance.

Working with the Retail Stock Coordinator, ensures all inventory is properly price-tagged and stocked for sale

Working with the Director of Retail, runs and analyzes sales and inventory history reports, suggests inventory to be reordered, and helps with purchase writing when needed.

Works with Marketing, Advancement, and Guest Services to assist with Special and Private Events.

Other duties as assigned by the Director of Retail OperationsGuest Relations

Models greeting every guest with a smile within 10 feet and verbally within 5 feet

Exhibits an outgoing, positive, enthusiastic, can-do/guest-first approach with all guests, as well as co-workers

Models and ensures a high-quality guest experience across all Zoo operations related to Retail and collaborates with other departments in creating and maintaining the Guest Experience

Inspires guests as well as staff about our unique product offerings through product knowledge, stories, and demos

Trains front-line staff in customer service and conflict resolution. Collaborates with other departments in creating and maintaining the Guest Experience

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 Operations

Makes guest recovery efforts, with the assistance of the Director of Retail Operations, when necessary

Thanks guests for supporting the Zoo with their purchase and visitStaff 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

Working with the Director of Retail Operations, actively interviews, recruits, hires, trains, and schedules for all open positions in Retail

Communicates to the team daily sales goals and coaches in-the-moment performance and upsell 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, challenge negative behavior, and motivate 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 through meetings

Ensures compliance of employees with established security, sales, and recordkeeping procedures and practices

Working with the Director of Retail Operations, ensures staff development for future supervisory needs, including administration of the 30/60/90-day and annual performance appraisal process

Working with the Director of Retail Operations, develops and implements individual development plans for leads within the Retail team

Working with the Director of Retail Operations, performs evaluations for leads and front-line within the Retail team

Provides staff coaching, support, and feedback on a regular basis

Responds to staff questions and concerns in a timely fashion

Administers and enforces safety training and protocols as set forth by the Director of Safety and Security

Oversees policy compliance of Retail staff regarding quality of guest service, cash handling, standard operating procedures, and safety compliance

In collaboration with the Director of Retail Operations and/or the Director of Human Resources, manages disciplinary issues, recommending the termination of employees when necessaryVisual Merchandising

Working with the Director of Retail Operations, creates and maintains a consistent and visually appealing store presentation, including signage, lighting, and sampling, where appropriate. The central displays of each store must represent a great 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 visual/merchandising standards, all the while providing a great guest experienceOrganization

Fosters positive relationships with other supervisors/leads in and across Zoo departments

Participates on teams, circles and committees to explore solutions to various challenges and opportunitiesAnswers phone calls, voice mail, e-mail, and texts promptly

Adheres to and enforces Zoos policies & procedures and dress code, as outlined in the Employee Policy Manual

Ensures the Zoos presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditionsApplies and exemplifies green (sustainable) practices recycling, reusing, or minimizing use as much as possible

With the Director of Retail Operations, assists in scheduling bi-weekly meetings with the retail leads

Attends all monthly All Staff meetings

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 essential functions.

Education and Experience:

BSc/BA in business administration, or relevant field, preferred

Directly related retail experience may be substituted for a degree

Minimum 3 years customer service experience, preferably in the retail industry

Minimum 1 year in a management or supervisory role

Operational proficiency with POS systems, inventory management, and cash handling

At least 21 years of ageLicense, Certification, or Preferred Qualifications:

Ability to get CPR and First Aid certified

Ability to get Forklift certified.

Must pass a DOJ Live Scan background check

Ability to converse in Spanish is a plus

Knowledge, Skills, Abilities:

Understanding of and experience with opening/closing procedures, merchandising and inventory checks.

Ability to take responsibility for every aspect of the Retail Store Operations

Effective supervisory and communication skills and ability to build and interact with a team

Ability to maintain a supportive and open work environment

Ability to remain calm and composed in times of emergency and stress, and to make sound decisions quickly

Visual merchandising talent for current trends, color, and inspiration

Solid time management, organizational skills, and focus on ability to prioritize and multi-task with attention to detail

Strong oral and written communication skills

Strong analytical capabilities as well as common sense

Ability to exercise discretion and independent judgment

Proven ability to handle difficult customers and resolve team conflicts

Experience training or guiding team members

Accurate cash handling such as making change and counting banks

Computer literate with working knowledge of MS 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 shiftsPhysical Demands & Work Environment

Physical demands are in excess of those for sedentary work

Must be able to participate in operational practices including the ability to lift 50 lbs. occasionally, and 20 lbs. frequently. Ability to climb stairs or ladders, manipulate tools, and stand/walk for at least three continuous hours

Ability to kneel, crouch, and reach

Ability to have close visual acuity to perform activities such as: preparing and analyzing 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 to negotiate the Zoo work environment including behind-the-scenes, lawns, gravel, and hilltop

May involve working out-of-doors in all weather conditionsTools Used:

Cash register/computer Point-of-Sale and inventory system

Standard office equipment: telephone, copier, printer, fax machine

Computer and software: MS Office and Googles Chrome browser

Forklift

Electric cart

Two-way radio

Price gun

Tagging gun

Scissors and box cutter--

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.

The Santa Barbara Zoo is unable to sponsor applicants for work visas.

Full-time