The Service Manager contributes to a profitable and customer centric environment through the development of the shop team. Oversees the development of BHLDN Stylists, manages the selling/operations of appointments, supports shop and total store operations, and applies merchant skills to curate a compelling customer experience.
REPORTS TO: Shop Manager
SALES & PROFITABILITY
Meets or exceeds sales, payroll and shrink goals. Controls expenses to increase profitability
Assesses the business using company reporting tools, prioritizes, and creates action plans to impact results
Assesses sales forecasting and payroll management to facilitate an effective daily zone chart
Communicates priority product and allocation needs to Shop Manager
PEOPLE & DEVELOPMENT
Supports the Shop Manager in recruiting, hiring, and retaining top talent to build bench for the Shop
Supports the Shop Manager in creating and maintaining a succession strategy
Facilitates a thorough and thoughtful onboarding for New Hires
Ensures that development happens through all levels of the team
Supports an environment of self-awareness and self- development
Leverages the skill sets and expertise of others
Supports a culture of action and accountability
Facilitates meetings that are collaborative, educational and motivational
Administers performance appraisals, sets goals and conducts consistent touch-bases with direct reports
Ensures that coaching and counseling is consistent and timely
CUSTOMER CONNECTION
Cultivates an environment of genuine customer connection
Demonstrates extraordinary service and styling direction, leading by example on the sales floor
Facilitates an energized pace, positive service environment and team development through the MOD role
Acts as a brand ambassador reflective of the company values and aesthetic
Understands multi-channel business - implements processes and utilizes tools to better service the customer
Oversees utilization of Stylists and associates to elevate service, styling, and team development of these skills
Supports and engages with local community via events and social media platforms
Develops strategic selling techniques to enhance the customer appointment experience
LEADERSHIP
Possesses strong written and verbal communication skills
Possesses strong assessment and decision-making skills
Is an entrepreneur, takes smart risks with measurable results
Provides global insight in relationship to the customer experience and communicates information to the Shop Manager
Facilitates the sharing of product knowledge
Builds and maintains productive partnerships
AESTHETIC UNDERSTANDING & APPLICATION
Has a strong understanding of trend and style that is reflective of the brand and bridal industry
Upholds stock-to-sales processes and presentation standards
Collaborates with Shop Manager, SM and VM to assess merchandising and outfitting
Supports Shop Manager to ensure merchandising decisions are reflective of trend and support brand messaging
OPERATING PROCEDURES
Adheres to and holds team accountable to Typical Day/Week Guidelines
Trains and holds team accountable to all brand processes
Upholds and ensures compliance with markdowns, transfers and restock standard within the Shop
Maintains a visually compelling store that is neat, clean and organized
Adheres to and develops awareness around internal and external Loss Prevention procedures
Executes Weekly, Monthly and Quarterly Plans established by the Shop Manager and SM/VM
Guides Supervisors and team to achieve weekly Shop objectives
Upholds all Company Policy and Procedures
Manages physical integrity of store (facilities, IT) through consistent reporting of issues