Sr. Manager, Operations Retail Sales & Service at Basspro

POSITION SUMMARY:

The Senior Manager of Operations for Retail Sales and Service is responsible for the development and execution of the strategic direction associated with driving retail sales and the overall customer experience.  The Senior manager is responsible for delivering the customer experience strategy, sales development strategy, sales training programs, and customer/Outfitter facing operational process development and standardization.  This includes, but is not limited to Fishing, Fly Fishing, Marine, Camping, Hunting, Shooting, Clothing, Footwear and Home/Gifts. This role works closely with partners in Learning & Development, Merchandising and Marketing to develop a long term, sustainable strategic approach driving retail sales growth and customer experience. 

ESSENTIAL FUNCTIONS:

• Leads efforts in developing a selling and service culture for retail stores, including the education and resources to support and sustain behaviors. 

• Implements training and learning activities for retail Outfitters (employees) to develop product knowledge and selling skills, drive key business initiatives, product launches and overall Customer engagement.  This approach must align with company objectives, industry trends and any regulatory mandates for each specific area.

• Collaborates with cross functional partners to ensure initiatives align with company’s vision. 

• Communicates sales driving initiatives, presenting operational improvement opportunities, and developing recommendations that seeks to address industry trends, competitive advantages, and compliance to Retail Leadership. 

• Drives significant and measurable improvement in retail customer experience strategies to enhance the unique customer experience. Oversight and direction as it pertains to the customer feedback surveys, customer comments, and initiatives that impact/improve the customer experience. This includes the development and communication of initiatives that enhance selling tools and programs to outfit our customers.  Measures include sales, average ticket, units per transaction and attachment rates.  Ensure retail teams provide a high standard of service that meets commitments made to cross functional partners, field leadership, store leadership, retail Outfitters and customers.

• Develops and provides oversight/direction on the sales training content/strategy to ensure the intended customer experience grows in Retail. This includes the development of tools and resources intended for Outfitters and/or customers.

• Oversees the development and communication of customer experience initiatives in conjunction with cross functional partners. Position must use a cohesive, collaborative and team orientated approach in representing the business functions.  Remain educated and informed about the outdoor industry to incorporate technological enhancements into the retail processes to improve the customer experience, efficiencies, and compliance. Expectation in this role is not to be the expert in every product, but to work with the experts on the delivery of training and service solutions. 

• Improves the retail operational standards to remove any customer friction barriers to provide the best customer experience while still aligning with operational standards and compliance regulations with applicable business initiatives and industry requirements. Regularly participate in store visits to ensure execution of the stated expectations.

• ALL OTHER DUTIES AS ASSIGNED

EXPERIENCE/QUALIFICATIONS:

• Minimum Degree Required: High School Diploma or Equivalent  

• Preferred Degree: Bachelor's Degree

• Years of experience:  4-6 Retail industry experience required

KNOWLEDGE, SKILLS, AND ABILITY:

• Leadership strength, strong communication skills and knowledge of process development

• Ability to think strategically and align functional areas with the vision of the organization

• Develop strong, cross functional partnerships

TRAVEL REQUIREMENTS:

• Regularly participate in store visits to ensure execution of the stated expectations.

PHYSICAL REQUIREMENTS:

• Regular computer work, walking, sitting, and standing

• Seldom to never lifting up to 50lbs

INDEPENDENT JUDGEMENT:

• Develops objectives and general policies and procedures for a specific program or functional area of responsibility within general scope of established operational goals and plans. Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed by supervisor.

Full Time Benefits Summary:
Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund
• And more!

Bass Pro Shops is an equal opportunity employer.  Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.
If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at [email protected].