Customer support manager h1.location_city

Position Summary ​

The Sales Support Manager plays a vital role in developing store teams in Foundational Excellence, focusing on standard work, talent management, and operational execution. This position drives revenue growth and maintains high guest satisfaction through comprehensive onboarding and effective training.

Key responsibilities include leading store training and onboarding of new team members, managing store profitability, and overseeing Café and Kids Spaces operations. The manager analyzes financial performance to identify cost reduction opportunities, ensures compliance with health standards in the café, and maintains safety and enjoyment in Kids Spaces through activity supervision and cleanliness.

Position Description

Essential Duties and Responsibilities include the following. Other duties may be assigned.

• Manage team member training and onboarding to ensure the effective implementation of onboarding programs. This includes regularly reviewing onboarding processes, tracking training progress, and maintaining up-to-date certification requirements to foster a smooth transition for new hires.

• Support and mentor the training and onboarding coordinator to improve team member engagement and retention. Collaborate on training material development, facilitate feedback sessions, and implement strategies to ensure a positive onboarding experience, helping new team members feel valued and prepared for success.

• Manage budgets and track financial performance to optimize costs and drive revenue growth. Work with store leadership to align financial objectives with business initiatives and implement strategies to achieve or surpass financial targets.

• Create and maintain the retail store schedule to ensure optimal staffing levels that meet business needs. Analyze sales forecasts and peak periods to maximize productivity while managing personnel expenses effectively.

• Minimize retail store risks by addressing errors in order processing and implementing effective training programs. Validate the execution of company procedures to minimize errors and enhance team member proficiency, ensuring compliance with policies and improving operational accuracy.

• Maintain optimal store staffing levels by recruiting candidates, conducting interviews, and completing the hiring process efficiently. Ensure that all hiring practices align with company standards to build a skilled and effective team.

• Ensure high levels of guest satisfaction by effectively addressing concerns and resolving issues for escalated guests. Train team members in proper de-escalation techniques to enhance service quality, build positive relationships, and foster guest loyalty.

• Safeguard store profitability by influencing management and peers to adhere to established protocols. Conduct accountability conversations as necessary to ensure compliance and promote a culture of responsibility that supports financial goals.

• Conduct regular audits of store processes to minimize losses and identify areas for improvement. Collaborate with the corporate retail and asset protection teams to address complex scenarios, implementing solutions that enhance security and operational efficiency.

• Oversee the daily operations of the store cash office, ensuring accurate cash handling and record-keeping. Collaborate with corporate accounting as needed to address financial discrepancies and maintain compliance with company policies and procedures.

• Oversee Café operations by ensuring adequate staffing levels and providing comprehensive training to team members on food safety and hygiene requirements. Monitor compliance with health standards to maintain a safe and efficient environment for both staff and customers.

• Oversee the operations of Kid's Spaces to ensure children's safety and compliance with all policies. Monitor team members to ensure adherence to safety protocols, and maintain a consistent check-in and check-out process to provide a secure and enjoyable environment for families.

• Foster team member development to build a strong talent bench for the organization's growth. Conduct regular check-ins, one-on-one meetings, and performance management sessions to provide feedback, support career advancement, and ensure team members have the skills necessary for future success.

• Oversee store sales and operations to ensure every guest is engaged and receives excellent customer service. Implement strategies to enhance the customer experience, train staff on best practices, and monitor service standards to drive sales and build guest loyalty.

• Cultivate a positive store culture by acting as a servant leader, prioritizing the experiences of both guests and team members. Implement initiatives that boost morale and engagement while meeting business goals, creating an environment where everyone feels valued.

LS1A

Qualifications

Position Hiring Range

The hiring pay range provides a good faith estimate of the salary or hourly wage that Living Spaces expects to pay for the position upon hire. Pay will be determined by several factors, including, but not limited to: applicant's education, relevant work experience, knowledge, applicable and relevant skills and abilities, market demand, Company budget, as well as internal equity and alignment with geographic market data. Living Spaces reserves the right to modify this page at any time.

Compensation: -

Overtime pay is available for eligible, non-exempt Team Members. Reimbursement for expenses as required by applicable law and Company policy. Retail, Guest Services and Distribution Center Team Members are eligible to receive team bonus based on meeting specific goals and KPI's.

Additional available benefits upon meeting eligibility requirements include:

• Medical (full-time only)

• Dental (full-time only)

• Vision (full-time only)

• 401(k) with Company match (full and part-time)

• Vacation (full-time only or as otherwise required by applicable law)

• Paid Sick Leave (full and part-time)

• Flex or Health Spending Account (for eligible full-time only)

• Employee Assistance Program (full and part-time)

• Holiday pay (full-time only)

• Life insurance (full-time only)