Assistant Shop Manager
The Sill, United States
Job Description
At The Sill, bringing life to people and people to life means creating an environment that fosters inclusion, resilience and growth for all. We are a D2C e-commerce brand offering plants and biophilic design in an effort to connect people with nature.
We're looking for an Assistant Shop Manager to join our Brooklyn team. As an Assistant Shop Manager, you will oversee daily operations at one of The Sill’s retail shops. You are an entry-level leader of people and processes reporting to an Area Manager to develop stronger leadership, operations, and people management skills. You are a plant-impassioned, business-minded individual who has a love for fast paced environments; a self-starter, with a strong desire to drive results. Your efforts will result in increased KPI’s in shops, happy/informed teams, and satisfied loyal customers.
Location
This role will be located in our Brooklyn shop, with occasional travel to other company locations as required for training and meetings.
Reporting
This role reports to the Area Manager. This position will supervise the entire shop team consisting of Senior Shopkeepers and Shopkeepers in their daily responsibilities. The entire shop team reports to the Area Manager.
Areas of Responsibility
Customer Experience/Training:
- Display The Sill's values, Culture of Yes, the brand history and mission in your interactions with customers and teammates.
- Uphold The Sill’s plant expert reputation, ensuring proper in-shop plant care is being maintained while training and keeping teams informed on any new products plant care and troubleshooting tips.
- Develop relationships with local neighbors to encourage cross-promotion of businesses and drive interest/awareness within the local community.
- Maintain a visible shop presence, splitting your time effectively between administrative responsibilities and guiding the employee and customer experience in real time.
- Support new hire onboarding, as directed by the Area Manager.
- Provide in-the-moment training/continuous training for current team members, partnering with the Area Manager as needed.
People/Development:
- Partner with Area Manager in conducting bi-weekly 1:1s, monthly team meetings, and bi-annual growth path conversations for all shop employees.
- Provide input to the Area Manager on all performance improvement, progressive disciplinary conversations, and development plans.
- Instill a culture of rewards and recognition for outstanding performance in your shop and drive all Culture Club initiatives.
- Effectively communicate all relevant company, product, and retail-specific information through various channels amp; methods to ensure communication is flowing consistently.
- Meet and greet with new candidates and provide feedback to the Area Manager.
- Oversee Sr. Shopkeeper specializations, setting goals and milestones in partnership with the Area Manager.
Operations:
- Lead by example, demonstrating an understanding of KPIs, utilizing suggestive selling and sales tactics to drive results (sales, AOV, UPT, NPS, shrink, conversion, and email capture).
- Develop expertise in training materials, SOP’s, and various daily operational systems (NetSuite, Shopify, Gmail account, phone, local delivery platforms, Asana, Slack, etc), processing transactions and responding to inter-company communication as needed.
- Maintain security and safety awareness within the shop.
- Attend weekly shop management business update calls and provide weekly feedback on business/trends, recognizing service and efficiency opportunities to generate action plans in partnership with the Area Manager.
- Manage all daily tasks and zoning related to shop opening and closing, cleanliness, plant care, trash removal, organization, etc.
- Manage all visual merchandising/signage directions following company guidelines.
- Create bi-weekly schedules for approval and make in the moment schedule adjustments as the point of contact for any scheduling issues.
- Own inventory controls
- Proactively communicate shop maintenance/facilities issues to the Area Manager and troubleshoot as needed.
Requirements
- 2+ years of experience in a retail, hospitality, or customer service setting with 1+ year of that experience in a entry-level supervisory/lead role
- Ability to work with a sense of urgency and lift/carry up to 30lbs.
- A passion for plants is a must and horticultural background is a plus!
- Comfortable providing clear and effective upward feedback, delegating tasks, motivating others, and getting their hands dirty- yes, we work with dirt!
- Strong attention to detail; entry level understanding of business acumen and KPIs.
- Ability to maint