General Manager

As a General Manager, you are responsible for leading your team to create a best in class customer experience by driving conversion, building customer loyalty, and maximizing profitability in a high volume and complex store. You ensure all key metrics and goals for your store are met by hiring, training, developing and coaching your team. 

• Leads the Sales Leadership Team to deliver consistent customer experience and operational excellence, aligning actions and execution of standards

• Builds and maintains a strong team through succession planning, recruiting, retaining, and developing high performing talent

• Ensures all associates complete immersion programs and other eLearnings

• Trains associates on store operations, product, visual standards, backroom organization, ship from store/buy online pick up in store processes, policies, and procedures using company provided tools

• Provides in the moment coaching to store associates to ensure efficient and effective customer service, floor operations,  stockroom management and execution of standards.

• De-escalates associate situations and partners with the District Manager to appropriately address sensitive issues

• Follows and enforces all legal and company policies ensuring the safety of all associates and customers. 

• Manages performance by conducting performance reviews and holding associates accountable to policies using company provided tools in partnership with the District Manager. 

• Builds their calendar intentionally to address all key priorities

• Creates and leads a high-morale store environment by championing a unified “one-team” mentality

• Ensures associate recognition programs are in use and available and fosters collaborative teamwork

• Develops productive peer relationships; seeks support and provides assistance to the team

• Role models and ensures all associates provide a best-in-class customer experience driving sales and loyalty by delivering on all aspects of the customer experience model

• Models, observes, role plays, and coaches effective customer experience behaviors with all associates

• Leverages in-store observations, customer feedback and data driven analysis to prioritize actions to elevate customer experience

• Provides associates with communication and resources to ensure they stay current on product and promotions

• Ensures appropriate associate coverage to create a great customer experience

• Proactively identifies root causes and resolves escalated customer issues to ensure positive outcomes  

• Executes company strategies, programs, and processes in store to achieve performance goals including merchandising, operations, loyalty programs, and other company initiatives

• Routinely reviews store performance metrics and observations to identify strengths and opportunities.  Creates focused plans with clear expectations to drive improvement

• Analyzes business reports and manages the payroll budget in order to build an effective schedule that places the right associates in the right position at the right time

• Maximizes sales and manages all controllable expenses 

• Performs other essential duties as assigned by leader

• Education: High school or equivalent

• 5+ years previous retail store manager experience 

• Proven ability to increase sales and store profitability

• Retail experience in a high volume store 

• Proven ability to network, recruit, interview, train, develop and promote associates

• Meets defined availability criteria, including nights, weekends and non-business hours

• Proficient in use of technology (iPad, registers, Google)

• Ability to travel periodically, as needed for meetings

• Meets physical requirements

• Experience in a speciality retail store environment

• Strong supervisory skills

• Ability to pivot quickly and adapt to frequent changes

• Demonstrated business acumen verbally and in writing

• Customer service skills and ability to interact with customers

• Strong selling skills

• Strong verbal and written communication skills 

• Demonstrated collaborative skills and ability to work well within a team

• Ability to multitask and handle multiple customers and/or processes at once

• Ability to model behaviors, conduct role plays, and provide real-time feedback to associates

• Skilled in de-escalating customer and associate issues to ensure positive outcomes

• Effectively able to train and share information with others

• Ability to learn or adapt to technology provided by company

If you would like to know more about the California Consumer Privacy Act click here.

Applicants must be currently authorized to work full-time in the United States. PHOENIX does not sponsor applicants for work visas (e.g., H-1B or TN status) for this position.

An equal opportunity employer, PHOENIX does not discriminate in recruiting, hiring or any other terms and conditions of employment hiring on the basis of any federal, state, or locally protected characteristic. PHOENIX only hires individuals authorized for employment in the United States. PHOENIX is committed to providing reasonable accommodation to individuals with disabilities. If you need an accommodation to search and apply for a job position due to a disability, please call 1-800-964-9793 and say 'Associate Relations' or send an e-mail to AssociateRelations@Express.com and let us know the nature of your request and your contact information.

Notification to Agencies: Please note that PHOENIX does not accept unsolicited resumes or calls from third-party recruiters or employment agencies. In the absence of a signed Master Service Agreement and approval from HR to submit resumes for a specific requisition, PHOENIX will not consider or approve payment to any third-parties for hires made.