Assistant Manager - Customer Experience & Operations (Fast Track > GM)

Job Description

Job Description

Retail Assistant Manager – Customer Experience & Operations

Gacha & Catch – Santa Monica, CA
Full-Time | $26–$50/hour
Career Path: Assistant Manager → General Manager → Multi-Store Manager

Gacha & Catch is seeking an energetic, hands-on, and  customer-focused Assistant Manager to help lead our Japanese-inspired gaming, claw machine, Gacha, collectibles, and retail entertainment operation.

OUR #1 PRIORITY: CUSTOMER EXPERIENCE

We are looking for someone who genuinely enjoys working with people and knows how to create an  awesome, memorable guest experience .

Our goal is simple: every guest should feel welcomed, have fun, receive great service, and  want to come back.

The right candidate must also be able to  train, coach, and motivate employees to deliver that same level of customer service consistently.

WHAT YOU'LL DO

• Lead by example and create an outstanding guest experience
• Train and coach employees on customer service, sales, and professionalism
• Develop ways to increase  repeat customers and customer loyalty
• Drive token/game and retail merchandise sales through great service
• Monitor store sales, KPIs, labor, and operational performance
• Oversee daily store operations, opening/closing, and scheduling
• Maintain excellent merchandising, cleanliness, and store presentation
• Oversee claw/Gacha machines, prizes, token systems, and basic equipment issues
• Handle customer concerns professionally
• Motivate the team and maintain accountability
• Help develop promotions and social media content

WHO WE'RE LOOKING FOR

You should be:

• Exceptional with customers
• Friendly, positive, energetic, and approachable
• A strong leader, trainer, and communicator
• Self-motivated and a self-starter
• Sales and results oriented
• Comfortable analyzing basic store performance and KPIs
• Able to work independently and take ownership
• Available for nights, weekends, and holidays based on business needs
• Interested in growing into higher management

Previous leadership experience in  retail, hospitality, restaurants, entertainment, theme parks, attractions, arcades, gaming, or other customer-focused businesses is strongly preferred.

COMPUTER SKILLS

Basic computer proficiency and  Microsoft Office 365 experience are required, especially  Microsoft Excel .

Candidates should be comfortable with:

• Excel spreadsheets, basic formulas, sorting/filtering, and data entry
• Word and Outlook/email
• Sales, labor, inventory, and KPI reports
• Learning POS, scheduling, and inventory systems

PLUS — BUT NOT REQUIRED

Experience with  arcades, claw/UFO Catchers, Gacha machines, collectibles, anime/Japanese pop culture, merchandising, social media/TikTok/Instagram, equipment troubleshooting, advanced Excel, or multi-unit operations is a plus.

We can teach our systems and gaming operations. What matters most is your ability to take care of customers, lead people, and take ownership of the business.

COMPENSATION

$26–$50/hour

The anticipated starting range for a qualified Assistant Manager is approximately $26–$30/hour , depending on experience and demonstrated capabilities.

Higher compensation may be considered for candidates with significant relevant leadership experience or specialized skills. The upper end of the range is reserved for exceptionally qualified candidates capable of taking on substantially greater responsibilities.

CAREER GROWTH

Assistant Manager → General Manager → Multi-Store Manager

We are looking for someone who wants to grow with the company. Advancement is based on demonstrated performance, leadership ability, business needs, and increased responsibility.

TO APPLY

Please submit your resume and briefly tell us:

1. How have you created an exceptional customer experience?
2. How have you trained or motivated a team to provide better service?
3. What would you do to turn a first-time customer into a repeat customer?

If you know how to take care of customers, develop a great team, increase sales, and create an experience that makes people want to come back, we'd like to meet you.

\nCompany Description

Founded in 2022 by Mike and Mori, Pacific Food Service, LLC operates retail restaurants across California and Hawaii and manages a diverse portfolio of business ventures, including Gacha & Catch.

Our focus is on quality food, welcoming environments, and memorable customer experiences. We value teamwork, accountability, and a commitment to excellent service. We’re looking for enthusiastic, customer-focused people who take pride in their work and enjoy helping guests feel welcome. Join our team and help us create experiences that keep customers coming back.

Company Description

Founded in 2022 by Mike and Mori, Pacific Food Service, LLC operates retail restaurants across California and Hawaii and manages a diverse portfolio of business ventures, including Gacha & Catch.\r\n\r\nOur focus is on quality food, welcoming environments, and memorable customer experiences. We value teamwork, accountability, and a commitment to excellent service. We’re looking for enthusiastic, customer-focused people who take pride in their work and enjoy helping guests feel welcome. Join our team and help us create experiences that keep customers coming back.