Support Services Leader (R)

Ready to Make an impact?

The Support Services Leader partners with the Store Leader to support and execute Support Services strategy including onboarding, training, employee engagement, file maintenance, champion initiatives, inventory management, HR, and Front-End services.

Here’s where you’ll be focusing:

Operations:
• Effectively communicate and partner with other Area Leader(s) and Store Leader to execute overall store strategy
• Direct and manage all Support Services to achieve sales, profits, and labour goals
• Drive financial rigor and discipline within Support Services including sales forecast, margin driving strategies, shrink controls, managing payroll targets and controllable spend
• Provide strategic direction and vision for the Support Services function
• Own and update Front End sales forecast and weekly plans
• Promote fundraising efforts and effectively communicate fundraising expectations to Support Services team
• Ensure execution and completion of critical Front End, and Admin and systems tasks required daily
• Own the execution and implementation (with support from the other Area Leader(s)) of champion, multicultural, and local strategies
• Create, review, and finalize Support Services employee schedules to ensure appropriate staffing levels while managing labour costs
• Responsible for ensuring all OHS requirements are met across the store including food and physical safety
• Review and ensure completion of department-to-department transfers, manage credit requests, and review weekly expenses to assist with department profitability
• Monitor and audit pricing accuracy including sales pricing verification, and price file verification and manage price changes
• Act as a conduit and key contact between the store and backstage for Support Services team
• Manage equipment escalations, ensure completion of repairs, and interact with vendors as needed
• Manage vendor relationships and sales rep visits
• Execute loss prevention strategies to reduce theft
• Act as Store Leader/key holder when Store Leader is not in the store (rotate with other Area Leader(s))

Customers:
• Partner with Store Leader to address customer feedback, monitor customer service expectations and mystery shopper(s), manage CARE service program and customer surveys
• Maintain an up-to-date, deep understanding of Support Services items and baseline understanding of other store departments’ services and goods to direct customers as needed
• Share knowledge with Support Services employees and other store departments to help answer customer questions
• Used knowledge of Support Services and other departments’ services and goods to service customer

Employees:
• Own the training and onboarding for team members, ensure team members are supported and enabled to deliver their roles to expected standards, including coaching and influencing employees through change
• Facilitate Support Services Managers in administering training to Support Services employees
• Identify inter- and cross-team development opportunities for Support Services employees
• Conduct Support Services Managers performance evaluations
• Responsible for scheduling and managing/maintaining the WFM System (KRONOS).
• Create, review, and finalize Support Services employee schedules to ensure appropriate staffing levels while managing labour costs

What you have to offer:

• Above average oral and written communication skills
• Secondary (high) school education/GED
• 3-5 years of previous retail experience including people and budget management
• Experience working across multiple areas of Support Services (Front End, Admin and Systems)