Working independently, the Store Manager directly influences the performance of everyone who interacts with customers and supports the store environment. Using elements of GameStop’s buy, sell, trade, and reservation business model, The Circle of Life, the Store Manager ensures best-in-class customer service experiences for all of GameStop’s customers. The Store Manager makes discretionary decisions involving all sales initiatives, operational effectiveness, marketing, scheduling, employment, and all other aspects of the day-to-day business processes of a GameStop store. This position supervises at least 1 Assistant Store Manager and 5 or more Game Advisors and Senior Game Advisors, which may vary based upon store size, location, and expected sales volume.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*
Provide best-in-class customer service: promptly greet customers, respond to customer concerns quickly, effectively and courteously; align customer needs with GameStop product and benefit solutions; recommend additional items as appropriate, and ensure every customer is thanked for shopping at GameStop; ensure all store associates consistently provide best-in-class customer service.
Support the total shopping environment, including visual and operational elements, and the customer relationships that lead to sales and repeat business.
Recruit, hire, assess, develop, and retain people committed to outstanding customer service.
Schedule store associates to achieve optimum customer service levels, and delegate store tasks to ensure proper completion in an environment that puts the customer first.
Provide timely and appropriate feedback to all store associates concerning performance, including daily coaching, conducting performance coaching discussions as appropriate, and writing and presenting annual performance appraisals.
Communicate clearly and regularly with store associates, other Store Managers, the store support center, and multi-unit leaders to ensure that all GameStop store initiatives are implemented according to plan.
Protect company assets through effective inventory control and loss prevention practices.
Lead store associates in meeting sales, profit and shrink goals.
Ensure that all areas of the store are clean, organized, and merchandised pre company guidelines and all store fixtures and equipment are in proper working order.
Count, balance and reconcile daily business transaction totals correctly and accurately in the POS system.
Manage all in-store merchandising activity and stock levels; communicate all shortages, record discrepancies and out of stock issues to the District Manager and Regional Loss Prevention Manager.
Ensure the sales floor is attended by a supervisor at all times, and the store always has a supervisory employee present.
Train store associates on all aspects of their jobs, including all company/store policies, procedures and guidelines.
Ensure all Affirmative Action Program initiatives including proper completion of additional paperwork, document retention, and employment procedures and practices are adhered to. (*applies only to positions at a military base store)
Form professional partnerships with appropriate military personnel on assigned military base including the Supply Base Manager (SBM). (*applies only to positions at a military base store)
Building a Successful Team – Uses appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitates the completion of team goals.
Building Customer Loyalty - Effectively meets customer's needs; builds productive customer relationships; takes responsibility for customer satisfaction and loyalty.
Coaching – Provides timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.
Driving for Results – Sets high goals for personal and group accomplishment; uses measurement methods to monitor progress toward goals; tenaciously works to meet or exceed goals while deriving satisfaction from that achievement and continuous improvement.
Work Standards – Sets high standards for self and others; assumes responsibility and accountability for successfully completing assignments or tasks; self-imposes standards of excellence rather than having standards imposed.
BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)
Must be at least 18 years of age and present state-required proof of age documents
High school diploma or GED required; An Associate's or accredited Bachelor's degree with an emphasis in business, marketing, merchandising, or related field preferred
At least 3 years of retail sales, customer service and/or management/leadership experience required; at least 1 year of retail management experience preferred
Must be able to bend, stoop, reach with arms/hands, climb on ladders, and lift merchandise weighing up to 30 lbs. from ground level to minimum height of 4 feet
Must be able to work alone and move throughout the store unassisted for extended periods (up to 12 hours per day)
Ability to make bank deposits as needed according to Company guidelines
Must be able to occasionally travel unassisted via car and/or plane to offsite conferences and meetings (less than 10%)
Must be able to work a minimum of 44 hours per week
Video game knowledge preferred, but not required
MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES
Proficient customer service skills
Proficient ability to communicate effectively with others using spoken and written English; bilingual (English/Spanish) skills preferred
Ability to work in a fast-paced, rapidly changing environment that includes multiple overlapping priorities
Proficient knowledge of operating a point-of-sale computer system and properly completing required paperwork
Proficient understanding of basic math functions (add, subtract, multiply, divide)
Working knowledge of alphabetizing
Proficient self-motivation and ability to work as a team to complete necessary tasks in a timely manner
Proficient problem solving skills and judgment abilities
Proficient ability to carry out instructions furnished in written, oral or diagram form
Ability to deliver bank deposits according to loss prevention safety guidelines
Ability to work extended hours/days as necessary, including Sundays
Ability to remain effective under pressure; ability to handle stress in a manner that is acceptable to others and to the organization
Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities
Demonstrated commitment to all Respectful Workplace policies, procedures, and general expectations
Possess or acquire during employment on-boarding a working understanding of military ranks and related insignia (*applies only to positions in stores located on military bases)
Consistently follows and adheres to all GameStop Affirmative Action Program related policies and procedures (*applies only to positions in stores located on military bases)
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