Retail Sales and Service Manager

Sales and Service Manager

At PGA TOUR Superstore, we are always looking for enthusiastic, self-motivated, flexible individuals who will share a passion for helping transform our business. As one of the fastest growing specialty retailers, we are dedicated to hiring selfless team players from different backgrounds to influence the growth of our organization. Part of the Arthur M. Blank Family of Businesses, PGA TOUR Superstore (PGATSS) continuously strives to create a family culture for our Associates driven by our vision to inspire people through golf and tennis.

The Sales and Service Manager (SSM) leads a dedicated team of Associates, fostering a collaborative environment aimed at providing exceptional service to our Customers within a clean, safe, and well-maintained store. Tasked with assuming ownership of their assigned departments, the Sales Service Manager is responsible for achieving sales targets while prioritizing overall Customer satisfaction across various facets of the PGA TOUR Superstore in-store experience. This includes Associate-Customer interactions, STUDIO operations, golf teaching and fitting experiences, Practice Bays, fitting room management, overseeing Services, Front-End, Hard Goods, Soft Goods, Community events and In-Store events. In close coordination with peers on the Store Leadership Team (SLT) and Field Leadership, the SSM collaborates to identify Customer needs and devise strategies to effectively meet service and sales objectives. Additionally, they play a pivotal role in instilling and exemplifying PGATSS Service Behaviors among Associates, fostering a culture centered around prioritizing the Customer.

Key Responsibilities:

• Create a strong culture of appreciation by consistently recognizing and rewarding excellent individual/team performance, Core Values behaviors, and Company loyalty.
• Create and foster a respectful and inclusive environment by welcoming and celebrating differences to ensure a supportive, productive, and fun experience for all Associates. Demonstrate a culture of ethical conduct, safety, and compliance.
• Champion a culture where Associates love to work, and Customers love to shop; recognize service behaviors and reward outstanding performance in partnership with Store Leadership Team.
• Move dynamically on the sales floor to assess and fulfill the needs of the business, Associates, and Customers, as needed.
• Maintain the Company's Operational and Merchandising Standards through a consistent presence on the sales floor, and training of Sales Associates, as needed.
• Ensure compliance with all Company Standard Operating Procedures (SOPs) through process observation and extensive Associate training and communication.
• Expect and enable your teams to stay up to date on upcoming merchandising promotions and marketing events to maintain a strong merchandising presence throughout the life cycle of a promotion by utilizing bulletins on The Links.
• Enable Associates to be champions of their products and services, ensuring Associates can inform, educate, and promote offerings to Customers.
• Ensure compliance with all Loss Prevention policies and procedures to maintain store inventory accuracy and a safe and secure workplace.
• Responsible for modeling and teaching Associates Service Behaviors and managing a Customer first culture.
• Ensure accountability by setting and sharing clear expectations and ongoing management of performance (observe, recognize and coach).
• Conduct scheduled department walks with Department Head on a consistent weekly cadence to maintain operational excellence, Customer experience and Associate engagement within assigned departments.
• Provide hiring and termination recommendations based on skills/performance to the General Manager (GM) and Assistant General Manager (AGM). Leverage all accountability paths including but not limited to performance improvement plans, coaching conversations, and formal write ups.
• Regularly review SPS reporting to discern factors influencing business performance, identifying both effective and ineffective drivers. Collaborate with Field Leadership to assess whether additional inventory is required based on insights from the reporting.
• Support in leading Associates onboarding, learning, and help close the product knowledge/system gap through development coaching and Associate interaction.
• Engage in consistent and meaningful development conversations with all assigned Associates throughout their employment journey.
• Lead and create a service culture that priorities the Customer experience, model, train, and coach to deliver on these expectations.
• Responsible for the accuracy of assigned departments inventory through consistent execution of the stock replacement process, product conversion processes, STUDIO/OEM Bay Planogram execution, precise handling of store returns and checkouts, maintaining tagging integrity and accurate cycle count/inventory levels through the lifecycle of a product.
• Execute PGATSS community efforts and educate our Associates to strengthen their understanding that what they do serves a bigger purpose. In addition, build relationships that are important to the stores community to address the most pressing local needs.
• Support SLT in delivering all HR operational and cyclical programs to maintain compliance.
• All Services, Front-End, Soft Goods, Hard Goods, STUDIO and Practice Bay areas, equipment, and supplies are always clean, organized, and operational.
• All Services, Front-End, Soft Goods, Hard Goods, STUDIO and Practice Bay programs, promotions, and procedures are consistently executed/maintained.
• Know and assess the competition and leverage Customer insights and feedback to drive the business and be the destination of choice for our Customers.
• Anticipate staffing needs, talent plan, and recruit -both long and short term to maintain the best in-store Customer experience in each department.
• Anticipating Customer flow and work demand and redirecting efforts and schedules to ensure proper coverage when and where the Customer needs us.
• Responsible for opening and closing the store at times without additional leadership presence. Responsibilities include but not limited to cash handling procedure, deposits, Customer escalation, opening/closing procedures, providing task direction to all departments, validate proper staffing in all departments to support store needs, maintain brand/merchandising standards across entire store, drive Customer experience and Associate/Customer safety.

Qualifications and Skills Required:

• Communication: Candidates must have strong listening and interpersonal skills. They must possess good verbal and written communication skills and be able to communicate cross-functionally. Candidates communicate expectations and standards to execute Company programs.
• Analytical: Candidates must have strong strategic skills and the ability to effectively forecast business needs and develop comprehensive solutions to complex problems. Candidates must be able to identify opportunities and solutions to increase sales and strengthen operational processes.
• Computer: Candidates must possess basic computer skills with a working knowledge of Microsoft Office Suite, including Outlook.
• Accountability: Candidates must possess the skills to manage conflict, lead conflict resolution and hold others accountable.
• Business Acumen: Strong business acumen with complete accountability for P&L management.
• Organization: Candidates must be able to organize multiple priorities to ensure that resources are properly allocated to meet objectives.
• Leadership: Candidates must be able to lead by example and, through daily actions, enforce a high standard of Customer service. Candidates must lead with a Servant Leadership approach.
• Education: College degree or equivalent leadership experience.
• Experience: Leading small-large groups of Associates to include performance management, disciplinary action and business controls.
• Working Conditions and Physical demands: Must be able to stand for extended periods of time, climb up and down a ladder, move throughout the store, and lift a 30 lb. box overhead.
• Schedule: Must be able to work a flexible work week, and work nights, weekends, and holidays depending on business needs.

PGA TOUR Superstores is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

We comply with all laws that prohibit discrimination based on race, color, religion, sex/gender, age (40 and over), national origin, ancestry, citizenship status, physical or mental disability, veteran status, marital status, genetic information, and any other legally protected status. Employment discrimination isn't just unlawful, it violates our policies and is not who we are. Every associate at every level in the organization is prohibited from engaging in any form of discrimination.

An associate who believes s/he is being discriminated against should report it immediately to the Human Resources department. The law and our policies prohibit retaliation against anyone for making such a report.