Position Summary
The primary role of the Sales Support Lead is to oversee all aspects of Retail Operations using Standard Work and the Operations Guest Engagement Model. The Sales Support Lead will train and supervise the operational duties of Sales Specialists 2.
Position Description
Essential Duties and Responsibilities include the following. Other duties may be assigned.
- Support store leadership in evaluating behaviors, training, and development of Sales Specialists II in operational tasks such as cash handling, complex transactions, and post-purchase order management.
- Build schedules to ensure coverage is optimized to support business needs, as assigned by the Sales Support Manager.
- Complete Daily, Weekly, Monthly, and Quarterly Operations Standard Work in a timely manner.
- Utilize the Operations Onboarding program to facilitate training for Sales Specialist II. Demonstrate processes, provide hands-on practice, and conduct role plays to ensure they receive training on common guest engagement scenarios.
- Provide feedback to the General Manager and direct manager on team members' training progress.
- Conduct Asset Protection Audits to evaluate adherence to Standard Operating Procedures. Provide feedback to store leadership when errors and high-risk trends are identified.
- Execute and manage Cash and Check Handling Standard Operating Procedures. Observe Sales Specialist II behaviors to validate SOP execution and provide coaching when necessary.
- Assist Store Leadership in resolving Guest Escalations. Use de-escalation techniques to provide optimal customer service. Observe Sales Specialist II for proper use of de-escalation techniques, training and coaching where needed.
- Execute Standard Work and related SOPs for the setup and maintenance of prep kitchen and Beverage Bar to ensure food safety standards are met.
- Execute cash office procedures to exacting standards, ensuring compliance from Sales Specialists II with both observation and review of Cash Office Documents preparation.
- Complete required training in WorkDay and other platforms as assigned, in the expected time frame. Partner with store leadership to ensure all required team members have completed Operations training courses.
- Conduct routine talent conversations with management to develop leadership skills and build a talent “bench” for future Sales Specialists II and the Back Office Lead.
- Perform duties as the "Sales Floor Leader" and "Guest Engagement Leader" to drive results that increase sales, as assigned by Store Management. Monitor Team Member interactions with guests, pair Sales Specialists with Guests, and maintain constant awareness of guest pairing with the Sales team throughout the store.
- Manage store supply inventory and budget, as assigned by the Sales Support Manager. Place supply orders with approved vendors, ensure purchase orders and invoices are accurate, and provide them to Accounts Payable in a timely manner.
- Operate as "Manager on Duty" as assigned, with regards to Discounts, Escalations, SKU Checks, Specialty system payments, and order modifications.
- Work Operations reporting daily to resolve potential sales errors and address guest follow-up requests.
- Engage with guests throughout the store, provide sales assistance, and uphold a high standard of guest service to ensure an exceptional experience.
Qualifications
Education/Experience: High School Diploma or GED equivalent. 5 years of retail experience in a direct customer interactive environment required. High volume experience is preferred. Three years of supervisory experience required. Equivalent combination of education and experience will be considered.
Computer Skills: To perform this job successfully, an individual must have proficient experience in Microsoft Office programs. Experience working with Tableau is preferred.
Position Hiring Range
The hiring pay range provides a guide for what we would reasonably pay for the position. Pay will be determined by several factors, including but not limited to: applicant’s education, relevant work experience, knowledge, skills and abilities, as well as internal equity and alignment with geographic market data. Living Spaces reserves the right to modify this pay range at any time. Pay is determined by various factors including market demand, applicable skills, work experience and education, location, company budget, and in-demand skill sets.
Compensation: $15.00 - $19.50
Retail, Guest Services, and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI’s.
Benefits Include:
- Medical
- Dental
- Vision
- 401(k) (full and part time eligible)
- Vacation
- Sick Time
- Flex Spending Account
- Employee Assistance Program
For more details, please visit our website at: Careers (livingspaces.com)
Equal Opportunity Employer
It is our policy to abide by all federal, state, and local laws prohibiting employment discrimination based solely on a person’s race, color, religious creed, sex, national origin, ancestry, citizenship status, pregnancy, physical disability, mental disability, age, military status, or status as a Vietnam-era or special disabled veteran, marital status, registered domestic partner or civil union status, gender (including sex stereotyping and gender identity or expression), medical condition (including but not limited to, cancer related or HIV/AIDS related), sexual orientation, or any other protected status except where a reasonable, bona fide occupational qualification exists.
E-Verify
Living Spaces participates in E-Verify. All newly-hired team members are queried through this electronic system established by the Department of Homeland Security (DHS) and the Social Security Administration (SSA) to verify their identity and employment eligibility.
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