Flagship (Retail) Store Manager

Job Description

Job Description

About Us

Dear U (The Bubble) is a global fan communication platform company dedicated to connecting artists and fans through innovative digital services and IP-based content. As part of its U.S. expansion, Dear U is preparing to launch a flagship retail and fan experience destination in the heart of New York City, creating a unique environment where fans can engage with exclusive merchandise, immersive brand experiences, and special artist-related events.

We are seeking talented professionals to support this exciting growth and help deliver exceptional customer experiences, operational excellence, and meaningful fan engagement.

Role Summary:

The Store Manager is responsible for the overall performance, operations, and customer experience of the K-POP flagship store in New York. This role serves as the on-site leader, ensuring brand standards, sales performance, team development, and fan engagement are executed at the highest level. The Store Manager acts as the key operational owner of the flagship location, translating brand vision into an exceptional in-store experience for fans and customers.

Key Responsibilities:

Strategic & Operational Leadership

• Lead all daily flagship store operations, including sales execution, staffing, merchandising, customer service, event readiness, and facility management.
• Ensure consistent execution of company policies, operational procedures, and brand standards in a high-traffic retail environment.
• Develop and implement operational plans that support business objectives, customer engagement, and revenue growth.

Sales & Performance Management

• Drive overall store sales and profitability through effective leadership, coaching, and execution of sales strategies.
• Monitor and analyze key performance indicators (KPIs), including sales and customer satisfaction metrics.
• Develop action plans to improve store performance, maximize productivity, and achieve sales goals.

Inventory & Loss Prevention Management

• Ensure inventory accuracy through effective inventory control procedures, cycle counts, and stock audits.
• Partner with SCM and Operations teams to manage replenishment, stock allocation, and product availability.
• Maintain organized stockroom operations and efficient merchandise flow.

Team Leadership & Development

• Recruit, hire, onboard, train, coach, and develop a high-performing team of 20+ associates, supervisors, and key holders.
• Conduct performance evaluations, coaching sessions, succession planning, and talent development initiatives.
• Manage workforce planning, scheduling, and labor productivity to support business needs.

Financial Accountability

• Own store-level P&L performance, including sales, labor costs, controllable expenses, and profitability.
• Manage labor scheduling and operating expenses to achieve financial targets.
• Review business performance regularly and provide operational and financial reporting to the U.S. Executive Director.

Customer & Fan Experience Management

• Ensure all team members consistently execute premium service standards and fan engagement protocols.
• Serve as the primary escalation point for customer concerns, ensuring timely and effective issue resolution.
• Oversee artist appearances, fan-sign events, album launches, community events, and special activations.

Event & Artist Activation Management

• Lead operational planning and execution for artist visits, promotional events, media activities, and special brand activations.
• Coordinate staffing, crowd management, security considerations, and operational logistics for high-profile events.
• Partner with internal and external stakeholders to ensure seamless event execution and positive fan experiences.
• Maintain store readiness for peak traffic periods and special event operations.

Compliance & Safety

• Maintain compliance with company policies, labor laws, wage and hour regulations, and workplace safety standards.
• Maintain a safe, secure, and inclusive environment for employees, customers, and visiting artists.

Qualifications:

• Minimum 5+ years in high-volume retail management (Flagship experience preferred).
• Associate’s or bachelor’s degree in Business, Hospitality, Education, Human Resources, or a related field preferred.
• Strong leadership and operational excellence mindset and communication skills
• Strong ability to translate brand concepts into actionable service scenarios and rehearsals.
• Ability to work effectively in a fast-paced retail environment.
• Passion for K-pop, fan communities, entertainment, or experiential retail is a plus.
• Ability to work fully on-site and support flexible schedules including weekends, evenings, and major store events.

Benefits:

• Healthcare benefit (medical, dental, and vision coverage)
• 401(k) retirement plan
• Paid Time Off (PTO) and company holidays