Assistant Retail Store Manager

Description

The Assistant Store Manager serves as a member of the store leadership team and assists the Store Leader in overseeing the daily operations, financial performance, customer experience, merchandising execution, inventory management, and team development activities of the assigned HobbyTown location. This position plays a critical role in creating an engaging, profitable, and community-focused retail environment by supporting operational excellence, developing team members, driving sales performance, and ensuring consistent execution of company standards. The Assistant Store Manager serves as a key leader within the store, frequently acting as Manager-on-Duty and providing leadership presence during all phases of store operations. The Assistant Store Manager helps cultivate a culture of belonging, accountability, learning, and customer engagement while supporting HobbyTown's mission of creating memorable experiences for hobbyists of all ages.

The Assistant Store Manager assists in the supervision of store personnel and may provide input regarding hiring, onboarding, scheduling, training, coaching, performance management, promotions, recognition, and corrective action. This position is expected to support the development of team members through ongoing communication, leadership, accountability, and reinforcement of company standards and expectations.

The Assistant Store Manager may assign work, monitor daily performance, provide operational direction, oversee shift execution, and assist in ensuring compliance with company policies, procedures, merchandising standards, customer service expectations, and operational requirements.

The Assistant Store Manager may serve as the acting store leader and Manager-on-Duty during assigned shifts and may function as the Store Director for limited periods of time to support staffing coverage, vacation coverage, business travel, training events, leave coverage, or other operational needs. During such periods, the Assistant Store Manager is expected to maintain store operations, support team performance, ensure customer service standards are met, address routine operational concerns, and communicate significant issues to company leadership as appropriate.

While serving in an acting leadership capacity, the Assistant Store Manager is authorized to make routine operational decisions necessary to support business continuity and customer experience; however, final authority regarding hiring, termination, compensation, promotions, disciplinary action, policy exceptions, and other employment-related decisions remains with the Store Director and/or company leadership.

This position does not independently possess authority to hire, terminate, or make final employment decisions without appropriate approval from company leadership.

Store Operations Leadership

• Assist the Store Director in overseeing all daily store operations.
• Serve as Manager-on-Duty during assigned shifts.
• Ensure operational standards, company policies, and safety procedures are consistently followed.
• Assist with opening, closing, cash management, security, and operational compliance activities.
• Monitor store conditions and ensure a clean, organized, and customer-ready environment.

Sales Performance & Business Results

• Support achievement of store sales, profitability, and operational goals.
• Monitor daily sales performance and identify opportunities for improvement.
• Assist in driving conversion, average transaction value, customer engagement, and repeat business.
• Support implementation of sales-driving initiatives, promotions, and events.
• Help communicate store performance goals and expectations to team members.

Team Leadership & Development

• Assist with recruiting, interviewing, onboarding, and training new team members.
• Provide ongoing coaching, development, and performance feedback.
• Assist in conducting performance discussions and documenting employee performance concerns.
• Help create employee schedules that support customer service expectations and operational needs.
• Foster a culture of accountability, teamwork, professionalism, and continuous improvement.
• Support employee engagement and retention initiatives.

Customer Experience Leadership

• Ensure exceptional customer service standards are consistently delivered.
• Serve as an escalation point for customer concerns and service recovery situations.
• Coach team members on customer engagement, product knowledge, and selling behaviors.
• Promote an inclusive, welcoming, and educational environment for all customers.

Merchandising & Visual Standards

• Assist with execution of merchandising plans, planograms, promotional displays, seasonal sets, and category resets.
• Ensure brand presentation standards are consistently maintained.
• Monitor product placement, signage, pricing, and visual merchandising execution.
• Identify opportunities to improve product presentation and customer engagement.

Inventory Management & Asset Protection

• Support receiving, inventory control, replenishment, transfers, cycle counts, and inventory audits.
• Assist with shrink reduction initiatives and loss prevention activities.
• Monitor inventory accuracy and operational compliance.
• Help identify inventory discrepancies and corrective actions.

Community Engagement

• Support and help lead store events, demonstrations, classes, tournaments, and hobby meetups.
• Develop relationships with local hobby groups, clubs, schools, and community organizations.
• Promote customer participation in store programs and community initiatives.
• Represent HobbyTown positively within the local community.

Operational Excellence

• Assist in maintaining a safe, organized, and productive work environment.
• Support execution of company initiatives and operational priorities.
• Demonstrate ownership of store performance and customer experience.
• Perform other duties as assigned by the Store Director or designee.

Customer Focus

• Consistently champions an exceptional customer experience by creating an engaging, welcoming, and educational environment for customers of all ages and experience levels.
• Demonstrates a genuine passion for helping customers discover, learn, and grow within their hobbies while ensuring every interaction reflects HobbyTown's commitment to community, service, and belonging.
• Actively coaches team members on customer engagement, product knowledge, selling behaviors, and service recovery techniques. Anticipates customer needs, resolves concerns professionally, and seeks opportunities to build loyalty, repeat business, and positive community relationships.

Communication

• Communicates clearly, professionally, and effectively with customers, team members, peers, and leadership.
• Ensures expectations, priorities, operational changes, and company initiatives are communicated accurately and consistently throughout the store.
• Provides timely coaching, constructive feedback, and recognition to team members.
• Demonstrates strong listening skills, encourages open dialogue, and helps foster a culture of transparency, respect, and accountability.

Accountability

• Assumes ownership for assigned responsibilities, store conditions, team performance, and operational execution during assigned shifts and leadership assignments.
• Demonstrates reliability, consistency, and follow-through in completing tasks, addressing concerns, and supporting store objectives.
• Holds self and others accountable to established standards while demonstrating sound judgment, professionalism, and personal responsibility.
• Follows through on commitments and actively works to resolve issues rather than waiting for direction.

Teamwork

• Builds positive working relationships and fosters a collaborative, inclusive, and team-oriented environment.
• Supports the success of others by sharing knowledge, assisting with training efforts, and encouraging teamwork across all store functions.
• Demonstrates a willingness to support team members during peak business periods, operational challenges, staffing shortages, and special events.
• Promotes mutual respect, cooperation, and a shared commitment to store success.

Adaptability

• Maintains effectiveness and professionalism in a dynamic retail environment characterized by changing customer needs, business priorities, staffing requirements, inventory demands, and promotional initiatives.
• Demonstrates flexibility when responding to unexpected challenges and rapidly changing circumstances.
• Embraces change positively, supports organizational initiatives, and encourages team members to adapt successfully to evolving business needs.

Integrity

• Consistently demonstrates honesty, professionalism, ethical conduct, and sound judgment in all interactions and business activities.
• Maintains confidentiality regarding sensitive business, employee, and customer information while protecting company assets and resources.
• Acts in a manner that builds trust and credibility with customers, team members, and leadership.
• Models ethical decision-making and reinforces company values through daily actions and leadership behaviors.

Leadership & Influence

• Leads by example through professionalism, accountability, work ethic, customer service excellence, and operational execution. Serves as a visible and approachable leader who positively influences employee engagement, morale, and store culture.
• Provides direction, coaching, encouragement, and support to team members while reinforcing company standards and expectations.
• Demonstrates the ability to motivate others, build confidence, develop talent, and foster a high-performing retail environment.

Initiative

• Proactively identifies opportunities to improve customer experience, operational efficiency, merchandising execution, team performance, and overall store results.
• Demonstrates ownership of challenges and seeks solutions before issues escalated.
• Exercises sound judgment and takes appropriate action without requiring constant direction.
• Consistently looks for ways to improve store performance, strengthen team effectiveness, and support organizational goals.

Execution Excellence

• Demonstrates a commitment to operational excellence by consistently driving completion of store priorities, company initiatives, merchandising standards, inventory processes, and customer service expectations.
• Maintains a high level of attention to detail while balancing multiple priorities in a fast-paced environment.
• Ensures work is completed accurately, efficiently, and in alignment with established company standards.

Business Acumen

• Demonstrates an understanding of key retail performance metrics, operational drivers, and financial principles that contribute to store success.
• Understands how sales, payroll, inventory management, shrink, customer satisfaction, merchandising execution, and labor productivity impact overall business performance.
• Uses available reports, observations, and operational data to support decision-making, identify opportunities, and contribute to improved store results.
• Understands the importance of balancing customer experience, operational execution, employee engagement, and financial performance to achieve sustainable business success.

Requirements

• High School Diploma, GED, or equivalent combination of education and experience required.
• Minimum two (2) years of retail, hospitality, customer service, or related leadership experience required.
• Minimum one (1) year of experience serving in a leadership, supervisory, team lead, keyholder, or similar role.
• Experience handling cash management, inventory processes, scheduling, and operational procedures.
• Strong interpersonal, communication, coaching, and conflict-resolution skills.
• Demonstrated ability to lead and motivate teams in a customer-focused environment.
• Ability to analyze operational issues and develop practical solutions.
• Ability and mandate to drive sales and achieve profitability
• Basic proficiency with Microsoft Office applications, point-of-sale systems, and retail technology.
• Ability to work flexible schedules including evenings, weekends, holidays, and special events.

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