Title: Retail Store Assistant Manager
Team: Retail
Location: Kelowna, B.C. Canada Store
Scope: People Manager, M1
Reports To: Retail Store General Manager
Pay Range: $26.90- $30.90 CAD per hour
Benefits: Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment.
As a Retail Store Assistant Manager, you invoke an engaging, inspiring, motivated, and efficient work environment to support the development of your team through timely communication and accountability with company ethos, goals, and purpose. Alongside our Retail Store General Manager, you operate a constantly evolving business plan, schedule to meet financial targets and maintain your store as a hub for environmental activism, sport, and positive vibes. You effectively direct and supervise team members on the sales floor to drive an impactful customer experience as well as lead employees in delivering impeccable customer service. You act as an ambassador for Patagonia in your store and community and have goals to expand your leadership.
What You'll Do:
- We are in business to save our home planet: You support a consistent message of activism and inclusivity and drive engagement. You inspire your team to live Patagonia’s purpose, both in the store and in the community.
- Your customer service is not bound by convention! You deliver best-in-class service by centering the customer in everything we do. You ensure Team Members have access to all tools and resources to provide that same level of service. You spend a significant amount of time on the sales floor and make every effort across Patagonia's channels to assist customers.
- Activism: You are an environmental activist! You participate and encourage team participation in our Activism program by utilizing your 18 activism hours to support your community, partner with local non-profits by engaging in the grants and donations processes and inspire and encourage customers and your colleagues to get involved.
- Leadership: Approachable leadership presence in a team-based environment where you prioritize and delegate, actively coach, and identify growth opportunities for team members.
- Training/Hiring: As part of the leadership team, you assist in the hiring of people who pursue interests that are related to our products and philosophy. You assist in the training of fellow employees and support their development through coaching and feedback.
- Development: You use your independent judgment to coach and develop your team on their communication and ownership skills, support a steady feedback loop and work to develop employees toward growth within their roles and towards their passions. You advise management on appropriate discipline for team members who do not meet expectations, but also recognize team members who attain performance goals.
- Product and Business Knowledge: You are committed to learning about our products, including technical aspects of products in our core sports, to support your ability to serve our customers. You actively seek out information about new products and business services and incorporate it into your everyday customer service practices.
- Warehouse: You process shipments, support physical inventory, and restock the sales floor. You assist with sale prep/breakdown, product transfers, donations, etc. You utilize the spirit of our Ironclad Guarantee and Worn Wear Program and ensure the team does returns/sales accurately for inventory purposes.
- Visual: You listen to and support the needs of the store's Visual Team while maintaining our visual store standards for a stronger customer experience by folding, hanging, buffing, steaming, dressing mannequins, stocking the floor etc. while supporting and communicating directives from Visual and store leadership.
- Marketing: You participate and encourage team participation in our Retail Marketing Program by helping in event production and execution and bringing forth ideas for engaging your community.
- Security and Loss Prevention: You practice and support team members in security measures that help prevent theft and understand how to handle safety situations. You report and resolve concerns quickly to maintain a safe and secure environment while maintaining a clean and organized store.
- Inclusion: You are committed to creating a work environment that is supportive, positive, respectful, and free from harassment. You work with the leadership team and engage in company directives with a team mentality to support the company and personal goals of the team while being open, feedback driven and ensure accountability.
- Other Duties: With leadership, you strategize to meet expense and profits goals for the store. You open/close, help with schedule, payroll, staff meetings, and all store operations and connect with departments like IT and Order Management. You ensure accuracy in all POS operations by completing all register and scenario training. You consistently execute all duties of retail team leaders and Customer Experience Guide alongside the team.
Who You Are:
- You are an environmental activist- You are passionate about your communities, the environment and caring for others. You act locally and inspire your community and coworkers to do the same.
- Your customer service is not bound by convention- You focus on building relationships and go beyond treating the needs of customers with kindness and creativity. You offer proactive coaching to continually elevate customer service.
- You operate in just and equitable ways- You proactively create a culture of belonging that gives people from all backgrounds, identities, and experience a meaningful voice.
- You value and demonstrate quality in all that you do- You produce work that is of value, complete, and timely while striving for excellence. You assist in creating clear goals and setting a professional tone in the store.
- You act with integrity and are action oriented- You are self-driven, ensure accountability and get things done efficiently and effectively. You handle concerns timely and ask for help when needed.
- You are a lifelong learner and teacher- You positively lead in an atmosphere that can change, demonstrate sound judgment, thrive on solving problems creatively and giving/receiving feedback and love learning. You have an interest in or are eager to learn about our products and services.
- You drive engagement and actively coach- You have an approachable leadership presence and can prioritize, delegate and coach a team. You value and enjoy team-based ideation and problem solving.
Experience You Bring:
- Team Management: Experience managing a team of people and a passion for growing/developing employees, instilling consistent engagement, ensuring accountability, and creating an environment of collaboration.
- Approachability: Ability to work flexibly and collaboratively as a leader and team member. Easy to talk to and collaborate with and willing to adjust communication to help someone understand.
- Emotional Intelligence: Ability to recognize, understand, and influence emotions of others. Can provide consistency in performance and demeanor.
- Adaptability/Ambiguity: Adaptability to changing situations and priorities while maintaining a positive workplace morale. Can pivot and encourage team engagement when things change.
- Communication: Effective communication skills, both written and verbal. Can adjust communication with all team members and leadership and documents all coaching and feedback moments.
- Organization: Proactive organizational skills and eye for detail and accuracy. Ability to show up ready to work on time every day and meet deadlines or communicate issues cross-functionally.
- Conflict Management: Able to support leadership in performance management, conflict situations, and deescalation in a timely manner and with minimum noise. Knows when to reach out for support and assistant and can document clearly and professionally while supporting the team doing the same.
- Problem Solving: Helpful and courteous approach to solving problems. Can efficiently identify, determine root causes, and propose and implement solutions. Ability to make sound judgement calls in the absence of the Retail Store General Manager.
Physical Requirements:
- Able to stand/walk for extended periods of time with working shifts up to 8 hours per day.
- Continually able to reach overhead, bend, squat, kneel and carry products necessary for customer service, inventory stocking, events, and store merchandising.
- Continually able to walk up and down a staircase carrying boxes, products, and other necessary items.
- Able to regularly perform store maintenance duties: sweep, vacuum, empty trash, clean.
- Able to safely lift up to 55 pounds.
- Comfortable climbing ladders.
Schedule:
Our stores are open seven days a week. The Kelowna B.C. Canada Store's current business hours are 11:00a-6:00p daily. Our current hiring needs are for 30-39 hours with open availability to work five shifts a week. It is common for our shifts to begin and end up to two hours before and after business hours. As a team member, you are expected to be flexible to the business and team needs. Team Leaders are expected to support the opening and closing of our stores and have a minimum availability of one opening shift and one closing shift per week, ensure staff required lunch and rest breaks are accommodated, and as business needs be available outside store hours to support the store.
Schedules can vary week-to-week, however, we are committed to supporting a healthy work-life balance, while still meeting the needs of our customers. Our consistent effort has been to post our store work schedules three weeks in advance to give our employees the opportunity to plan. You must report to work on time as well as align to other expectations in our Attendance Policy.
Employee Conduct:
It is the responsibility of every employee to contribute to a positive work environment through cooperative and professional interactions with co-workers, customers, and vendors. Clarify, educate, and hold ourselves accountable for embedding justice and antiracism throughout our work and culture.
Equal Employment Opportunity
All qualified applicants will receive consideration for employment without discrimination on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other factors prohibited by law.
