UNL General Manager - Store 5709 - Acton, MA - Full-time / Part-time

Our vision at Petco is Healthier Pets. Happier People. Better World. We're making things better for pets, people and the planet through our Think Adoption First philosophy, the Petco Foundation and other important initiatives that focus on putting animals first, educating pet parents and reducing our carbon footprint. The journey starts with knowledgeable, passionately engaged associates who are proud to recommend Petco as a place to work, who believe in our Vision and who are committed to delivering a superior customer experience.
 
From our retail stores and our network of Distribution Centers to our Corporate offices, you'll work with others who share your values and commitment. We seek individuals who are passionate about animal welfare, have great people skills and are driven to grow and advance in their careers with us. Our ongoing growth is creating exceptional opportunities for professional development and personal enrichment throughout our organization. 
 
Position Purpose:
This position is responsible for establishing and promoting a culture in which we proactively engage and educate pet parents and help them feel confident that they are providing the best care to their pets by providing a personalized, neighborly shopping experience. Manage a matrix-like environment to ensure store goals and customer satisfaction needs are met. Promote a culture of service and trust for customers and staff. Establish and sustain an environment that supports associates in doing their jobs well, ensuring each associate receives the prescribed training and feedback, and meets the required qualifications for their position.
 
This job is composed of a variety of tasks, that are covered by general operating procedures but also require extensive individual judgment to ensure successful operation of the store.  Responsibilities will vary depending on the store size and location, the number of specialty departments, the sales volume, number of employees and the management structure in the Region. 
 
Essential Job Duties:
Business Acumen and Supply Chain  25%

• Oversees the daily operation and manages all aspects of the business to ensure it meets profitability projections.
• Ensures merchandise is properly priced, displayed, and stocked according to inventory levels appropriate for the store.
• Completes and submits accounting, inventory management, and payroll paperwork in a timely manner. Ensure all expenses are maintained within budgeted levels.
• Completes and submits all account, inventory management and payroll reports accurately and on time.
• Makes decisions regarding damaged or discontinued merchandise. This includes evaluating and coordinating products to be returned to vendors for repair, refund or replacement and determining disposition of products that cannot be returned.
• Manage and control ongoing Shrink concerns and ensure that all store management and associates understand their roles and responsibilities reducing Shrink.
• Handle cash counting, supervision of cashiers and cash register service to maximize customer service and minimize loss of assets. Ensure that sufficient precautionary steps are taken to reduce exposure to refund fraud - including working and reviewing regularly the DLPR and Daily Cashier's Reports.

Customer Engagement  25%

• Creates image of neighborhood pet store. Ensures that associates actively engage customers, create loyalty, increase sales and attachment rates.
• Establishes, models and sustains an environment of proactive customer engagement, seeking to understand customer needs and educating them on the best choice for their pets so they leave confident, satisfied and wanting to return. Trains, coaches and supports sales associates to do the same.
• Measures store traffic and ensures accurate staffing to provide peak service at all times.
• Proactively educates customers on pet wellness and product solutions and facilitates Associates' ability to do the same.

Leadership, Training and Coaching  20%

• Effectively influences and communicates on all levels of the organization.
• Ensures that associates complete ongoing product knowledge and personal development courses.
• Coaches associates to peak levels of productivity, efficiency and teamwork.
• Encourages a culture of fun, accomplishment, development and teamwork.
• Conducts monthly management team meetings.
• Supervises, manages, trains and develops subordinate managers and hourly store personnel in all areas and functions required to run the store efficiently and to standards.
• Manages and coaches associates to do their jobs well and to balance the needs of the customer with the need to complete assigned responsibilities. Responsible for the continuous training and development of associates. Ensures sales associates have the necessary training, knowledge and customer engagement skills to achieve sales goals.
• Manages employees, which includes recruiting, reviewing job applications, and interviewing job applicants, checking references, conducting pre-employment background checks, hiring and training.
• Hear and resolve all manner of complaint including employee complaints and non-routine customer complaints, including complaints about associates.

Operations  20%

• Guarantee the store's appearance adheres to company standards and safety protocol.
• Ensures that the store is opened and closed in accordance with policies and procedures, especially those relating to safety and security.
• Obeys all federal, state and local regulations.
• Follows all policies and procedures. Promotes and ensures adherence to loss prevention policies, procedures and ordering.
• Adheres to and promote established safety procedures. Completes incident reports according to company policy as required.
• Coordinates and assigns routine housekeeping tasks as required to maintain the professional image, appearance and cleanliness of the store.
• Responsible for providing safety of customers, employees, and property.  Provides directions for changes needed in store set up and/or required clean-up to correct hazardous situations.
• Markets the store and its products. Oversees planning of in-store and community events.
• Manage store merchandising and independently make or participate in making decisions regarding store layout and displays, to enhance visual presentation of store and sales.

Animal, Product and Systems Knowledge  10%

• Possesses a passion for animal welfare and wellness. 
• Continually educates self about animal nutrition and care as well as products and services offered through classes, on-the-job training, and regular product updates to ensure the customers' confidence in your recommendations.
• Effectively and efficiently uses systems and tools to run the business, such as Polaris, Blue Dog and Scheduler.

Work Environment:
The majority of job duties are conducted indoors, although occasional merchandise stocking, customer carry-outs, and bank deposits will require that an employee leave the store briefly.  A limited amount of travel will be required. May be required to occasionally lift 50 lbs and pull 2000 lbs utilizing material handling equipment
 
Supervisory Responsibility:
This position directly supervises Assistant Manager and Inventory and Pricing Department Manager.

Education:

In addition to a high school diploma or its equivalent (GED), an applicant must be able to demonstrate proficiency in the areas of mathematics, basic accounting relationships, analysis and problem-solving skills.  Excellence in communication and computer skills is also required. 

 

Experience:

Three years previous retail, sales or service management experience required, including 1 or more years prior leadership and/or management experience or the equivalent. A working knowledge of general business practices is highly desirable, as are strong organizational skills.  A qualified applicant will possess an aptitude for demonstrating basic sales techniques and the ability to instruct others in their application. In addition to having a professional appearance and demeanor, the applicant must also demonstrate a keen and genuine passion for animals and people.  Must be licensed to operate a motor vehicle and have a clean driving record.