The Retail General Manager serves as the senior operational leader of a large-scale retail location at the World Equestrian Center and is accountable for the overall performance, profitability, guest experience, team development, and operational execution of the store. Reporting directly to the Director of Retail, the General Manager assumes comprehensive responsibility for a larger retail operation and workforce, providing leadership to the store's management team, supervisors, and sales associates. This position requires an experienced, results-driven retail leader capable of balancing strategic business objectives with exceptional day-to-day execution. The General Manager is responsible for translating the strategic direction established by the Director of Retail and senior leadership into measurable store-level results. This position maintains ownership of sales performance, labor management, expense control, inventory integrity, merchandising execution, talent development, and the elevated service and presentation standards expected throughout the World Equestrian Center.

Primary Responsibilities:

• Provide overall leadership and direction to the store's management team, Retail Supervisors, and associates, establishing clear expectations for performance, service, accountability, and professional conduct.
• Lead a larger and more complex retail workforce through effective delegation, communication, coaching, and performance management.
• Develop the store's leadership team to ensure managers and supervisors are equipped to independently lead their respective areas of responsibility.
• Establish measurable performance expectations and hold members of the management team accountable for achieving departmental and store-wide objectives.
• Conduct performance evaluations and establish individualized development plans designed to strengthen leadership capabilities and support internal career advancement.
• Identify high-potential associates and develop succession plans to support the continued growth of the Retail Division.
• Partner with the Director of Retail and Human Resources to identify staffing needs, recruit qualified candidates, and maintain appropriate staffing levels.
• Foster a professional culture centered on accountability, collaboration, hospitality, continuous improvement, and ownership of results.
• Serve as the senior store-level representative of Retail leadership and maintain a visible leadership presence throughout the operation.

Store Operations

• Maintain overall accountability for the daily operation and performance of the retail location.
• Ensure all departments and areas of the store consistently operate in accordance with company policies, established procedures, and World Equestrian Center standards.
• Establish appropriate management coverage and delegation of responsibilities to ensure effective operations throughout all business hours.
• Oversee workforce planning, scheduling, payroll accuracy, attendance, and labor utilization based on business volume and operational requirements.
• Identify operational inefficiencies and implement processes designed to improve productivity, communication, service, and profitability.
• Ensure consistent execution of opening, closing, cash-handling, loss-prevention, safety, security, receiving, inventory, and other established operational procedures.
• Maintain the overall condition, organization, cleanliness, and presentation of the store, stockrooms, offices, and other assigned operational areas.
• Coordinate with other World Equestrian Center departments and property leadership as necessary to support broader organizational initiatives and events.

Sales, Financial Performance & Business Management

• Assume primary store-level accountability for achieving established sales, profitability, and financial performance objectives.
• Develop and execute strategies designed to increase revenue, improve productivity, strengthen conversion, and maximize overall store performance.
• Analyze sales results, historical trends, business patterns, and key performance indicators to identify opportunities and areas requiring corrective action.
• Monitor KPIs including total sales, sales by department/category, average transaction value, units per transaction, conversion, sales per labor hour, and individual associate performance.
• Manage controllable store expenses and labor utilization while maintaining appropriate service and operational standards.
• Participate in the development of annual store budgets, sales projections, staffing plans, and operating objectives in partnership with the Director of Retail.
• Provide regular financial and operational reporting to the Director of Retail, including analysis of performance against established goals and recommendations for improvement.
• Maintain awareness of market conditions, guest purchasing patterns, competitive activity, and emerging retail trends that may affect store performance.
• Identify new revenue opportunities and make recommendations to the Director of Retail regarding products, services, events, partnerships, or operational improvements.

Inventory, Merchandising & Product Management

• Maintain overall accountability for inventory accuracy, inventory integrity, receiving, transfers, cycle counts, physical inventories, and shrink control.
• Ensure appropriate processes and internal controls are followed throughout the store to protect company assets and merchandise.
• Analyze inventory performance and communicate product trends, sell-through, guest feedback, stock deficiencies, and emerging opportunities to the Director of Retail and buying team.
• Partner with the Director of Retail, buyers, and merchandising teams to successfully execute product launches, seasonal transitions, promotional initiatives, and strategic merchandising plans.
• Ensure merchandise presentation, product placement, signage, fixtures, and displays consistently meet established visual and brand standards.
• Oversee the timely processing and placement of incoming merchandise to maximize selling opportunities.
• Ensure leadership teams maintain organized, efficient, and accurate stockroom and inventory-management practices.

Guest Experience & Brant Standards

• Establish and maintain an exceptional level of hospitality and service consistent with the standards of the World Equestrian Center.
• Ensure managers, supervisors, and associates consistently demonstrate elevated product knowledge, professionalism, and personalized guest engagement.
• Monitor the guest experience throughout the store and identify opportunities to continually improve service standards.
• Personally manage sensitive or highly escalated guest concerns when appropriate, exercising sound judgment and professionalism.
• Develop strategies that encourage client retention, repeat business, relationship selling, and long-term guest loyalty.
• Ensure the store's overall environment, presentation, service, and associate appearance appropriately represent the World Equestrian Center and the brands carried within the store.

Talent management & Human Resources

• Maintain accountability for the recruitment, onboarding, training, development, and retention of a high-performing retail team.
• Partner with Human Resources and the Director of Retail regarding employee relations, performance concerns, disciplinary matters, and organizational changes.
• Ensure management personnel consistently and appropriately administer company policies and performance expectations.
• Maintain accurate documentation related to employee performance, attendance, coaching, and development.
• Ensure compliance with applicable labor requirements and internal Human Resources policies.
• Promote internal development and advancement by creating opportunities for qualified associates to assume increasing levels of responsibility.

Strategic Partnership & Reporting

• Serve as the primary liaison between the retail location and the Director of Retail.
• Participate in Retail Division leadership meetings and contribute operational insight to broader strategic planning and decision-making.
• Prepare and analyze weekly, monthly, quarterly, and annual reporting related to sales, labor, inventory, staffing, guest experience, and overall store performance.
• Communicate significant business trends, operational challenges, staffing concerns, and opportunities to the Director of Retail in a timely manner.
• Execute initiatives established by the Director of Retail and ownership while ensuring successful implementation at the store level.
• Collaborate with Marketing, Human Resources, Security, Finance, IT, Facilities, Hospitality, and other departments as necessary to support store operations and World Equestrian Center initiatives.
• Represent the Retail Division professionally when interacting with vendors, brand representatives, property leadership, guests, and other external partners.

Additional Responsibilities

This job description in no way states or implies that these are the only duties to be performed by the associate occupying this position. Associates will be required to perform any other job-related duties assigned by their Director and/or Manager.

This document does not create an employment contract, implied or otherwise, other than an "at will" employment relationship.

Physical Requirements

• Ability to stand and walk for extended periods.
• Ability to lift up to 40 pounds and assist with stockroom, inventory, and merchandising activities as necessary.
• Frequent reaching, bending, stooping, and movement throughout the sales floor and supporting operational areas.
• Ability to maintain a visible leadership presence throughout a large retail environment for extended periods.

Qualifications, Education, Experience, Skills & Abilities

• Bachelor's degree in Business Administration, Retail Management, Hospitality Management, or a related field preferred.
• 7+ years of progressive retail management experience, preferably within a high-volume, luxury, specialty, department store, resort, or multi-department retail environment.
• 3+ years of experience in a senior store leadership position with responsibility for managers, supervisors, and a sizable retail workforce preferred.
• Demonstrated experience managing a large retail operation with accountability for sales, labor, expenses, inventory, staffing, and overall operational performance.
• Proven ability to achieve and exceed sales, profitability, service, and operational objectives.
• Strong financial acumen with the ability to analyze sales reports, budgets, labor, expenses, inventory performance, and retail KPIs.
• Advanced understanding of retail operations, inventory control, loss prevention, visual merchandising, workforce planning, and client-service principles.
• Demonstrated ability to recruit, develop, motivate, and retain high-performing teams and emerging leaders.
• Strong decision-making and problem-solving capabilities with the ability to operate independently within established organizational objectives.
• Exceptional interpersonal, leadership, communication, and organizational skills.
• Ability to effectively communicate with associates, management, senior leadership, vendors, and other organizational stakeholders.
• Proven ability to lead effectively within a fast-paced, high-volume, guest-focused environment.
• Proficiency with POS systems, inventory-management platforms, reporting tools, and Microsoft Office Suite.
• Flexibility to work evenings, weekends, holidays, special events, and extended hours as business needs require.