Position Summary The General Manager (GM) is responsible for the overall store operations (i.e., expenses, merchandising standards, operations standards, compliance, safety, security, and workforce). The GM works closely with cross-functional partners in Human Resources, Asset Protection, and Operations at the District, Region, and Store Support Center levels to execute the PGA TOUR Superstore business strategy within his/her/they store. To be successful, the GM must build and support a store culture, in partnership with key stakeholders, that is aligned to the PGA TOUR Superstore mission and behaviors where employees are engaged and inspired. This leader is also responsible for maintaining a strategic view of store talent needs, driving execution of sales and service strategies, championing customer service, and acting as the PGA TOUR Superstore brand ambassador for the community.
Key Responsibilities: Customer Experience - Lead a confident and knowledgeable team that delivers a differentiated experience for our customers, prioritizes the customers over tasks, and delivers a welcoming and inspiring experience.
- Listen and Respond to internal and external customers and build strong relationships in the store, organization, and community.
- Drive change in key areas with the greatest impact on customer experience and use customer feedback to coach/recognize teams.
- Inspect store pages for accuracy to prevent any negative customer experience due to incorrect information being provided to customers.
- Manage the appearance, cleanliness, and upkeep of the retail building and equipment to deliver a differentiated customer experience.
Operational Excellence - Create and oversee the day-to-day execution of the strategic plan, driving sales and profitability through report analysis and initiating appropriate action necessary to exceed financial goals.
- Make business decisions by assessing market competition, understanding customer insights, and leveraging company reporting.
- Demonstrate corporate citizenship by maintaining compliance with all required company directives, deadlines, publications, standards, meetings, and policies and procedures.
- Ensures compliance with all safety and security policies and procedures.
- Demonstrate a culture of ethical conduct, safety, and compliance; lead the team to work in the same way and hold others accountable to this commitment.
- Inspect all schedules for proper allocation & guidelines to support peak traffic times, key holiday events & weekends.
Associate Engagement - Promote a FUN, inclusive, and Put People First working atmosphere that encompasses our Core Values with accountability to create a high-performing team, maintain service standards, and develop internal talent.
- As the cultural ambassador, create and initiate plans that drive improvements in Associate engagement and retention.
- Develop, implement, and monitor the store leaders' Individual Development Plans (IDPs) to ensure future bench strength.
- Establish performance and development goals for Assistant General Managers and provide mentoring, coaching, and regular feedback to enhance performance.
- Demonstrate a commitment to diversity, equity, and inclusion through continuous development, modeling inclusive behaviors, and proactively managing bias.
- Recruit, hire and retain a passionate team for area-specific knowledge and expertise. Through creation of development plans for all leadership and owning the onboarding experience.
- Oversee any compensation, disciplinary, or staffing/human resources-related actions by following company standards and policies.
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 advanced computer skills with a working knowledge of the Microsoft Office Suite, including Outlook.
- Accountability: Candidates must possess the skills to manage conflict, lead conflict resolution & 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.
- Education: The knowledge, skills, and abilities typically acquired through the completion of a G.E.D. or high school diploma.
- Experience: Three (3) years of experience in sales, management, or people development. College degree preferred.
- 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.
- Candidate must be able to work a flexible work week, and work nights, weekends, and holidays depending on business needs.
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.
