Store Manager

Title:                                Store Manager – full time

Reporting to:                  Owner / CEO

Direct reports:               

 Assistant manager, key holder sales assistant, sales assistants

Key relationships:          

Internal:  Owner, store managers/assistant managers, office administrators

External: ARLNZ, suppliers

Company mission statement

Toyworld is committed to bringing families together, by providing the best range of competitively priced, fun, educational toys, games and gift solutions available. We offer a unique destination shopping experience for adults and children through up-to-date product knowledge along with the highest standard of customer service.

Operating environment 

Toyworld is a co-operative with 29 stores in New Zealand and is part of ARLNZ. Each store is independently owned but follows the national marketing programme that is supplemented by further local marketing activities.  Mainland Toys Ltd owns and operates multiple Toyworld retails stores in the South Island (3 in Christchurch and 1 in Nelson).  

Mainland Toys aims to standardise all operating procedures, marketing and processes across it stores whilst building one-to-one relationships with local customers.  The Mainland Toys head office is located in Christchurch and centralises all pricing, most purchasing and printing of tickets.  Support is provided from the head office and the other Toyworld stores as well as access to fully documented processes and procedures.   

Toyworld operates in a fast-paced environment and business that changes significantly within a week and is seasonal.  The role of store manager needs to be able to multi-task and operate in a dynamic manner whist having fun. 

Purpose of position

This role is fully responsible for the store operations and customer experience. This a hands-on role and includes leading/managing staff that includes an assistant manager, key holder sales assistants and casual sales assistant.  The roles includes the following roles:

• Managing the roster within the assigned staffing budgets and ensuring staff are available to cover all shifts
• Managing, training and supporting all staff (noting initial training is to be provided with support from other store managers / office administrators)
• Serving customers and dealing with non-standard customer issues 
• On-line ordersand click/collect orders are processed within target timelines
• Receiving, checking and receipting of goods 
• Dealing with damaged/faulty stock and following up with the supplier 
• Merchandising and ticketing of product 
• Directing and training/coaching staff where required 
• Building ride-on vehicles 
• Growing the Toyworld customer database 
• Website posts are made in conjunction with the marketing programme.  On-line enquires are dealt with promptly 
• Providing feedback to Toyworld management of opportunities and/or issues

AccountabilitiesExpected end results / Indicators of Success

Managing the full store operation in an independent manner whilst following company and procedures

 

Setting and managing rosters to ensure labour costs are within budget and staff are available to cover work requirements. Addressing staffing issues to accommodate sickness and annual leave

Leading and managing a team 

 

Staff are fully trained and able to work independently for their assigned tasks. 

Serving customers and dealing with non-standard issues.  Providing a gift wrap service.  Customer pre-orders are managed

 

Customers have an excellent experience. 

Issues are dealt with professionally following agreed processes but using management discretion where appropriate 

Customer pre-orders are managed and followed up with a text/email/phone as appropriate  

On-line orders and click/collect orders are processed within target timelinesOn-line orders are processed within 30 minutes of an order being received.  On-line fulfilment orders are packed and shipped same working day for orders before 3pm

Receiving, checking and receipting of goods 

 

 

Product is receipted within a day of arrival (unless at very busy times).  Stock is checked with the invoice and prepared for placement in the store

Dealing with short deliveries, damaged/faulty stock and following up with the supplier 

 

Short deliveries, damaged and faulty stock is followed up with the supplier to ensure credits are received.  Damaged stock is sold at a discount or disposed off as appropriate 

Merchandising and ticketing of product 

 

Product placement is maximised in the store.   Stock is kept tidy on shelves and optimised for sales/clearance product and high moving items.

Ticketing of product and ensuring tickets remain in good order.  Arranging replacements when needed

Directing and training/coaching staff where required 

 

Training and coaching staff in a variety of tasks to ensure they have confidence in what and how they do various tasks.   Escalating any personnel issues with the CEO

Building ride-on vehicles 

 

Building and repairing ride-on vehicles for customer orders and/or display models.   

Growing the Toyworld customer database 

 

Actively supporting the monthly draw to get customers to sign up to the Toyworld club

Digital posts are made in conjunction with the marketing programme.  On-line enquires are dealt with promptly 

 

Posts are made on a regular basis in conjunction with the marketing programme and arrival of new releases. 

On-line comments/questions are responded to the same day

Undertake tasks of a key holder Opening/closing the store in a timely manner.   Completing the end of day reconciliation.  Liaising with the weekly cash collection company Excellent communication to Toyworld management of opportunities and/or issuesActively identifying issues/opportunities to improve. Promptly escalating data issuesOccasional purchasing of product Whilst most product procurement is managed centrally some items e.g. impulse and some plush items are purchased at a store level and/or in conjunction with the Tower Junction store manager

Additional tasks

 

Additional tasks are undertaken as directed by management e.g. stock take, etc

Qualifications and Experience

Experience as a store manager in an equivalent retail environment is ideal 

At least 3 years work as an assistant manager with proven potential to operate as a manager 

Excellent written and verbal communication skills 

Experience with producing on-line posts for business purposes is highly desirable

Basic Excel spreadsheet skills are highly desirable 

Experience with the Infinity operating system is desirable but not essential

Key Competencies and Attributes

Excellent team leadership and management skills 

Excellent written and communication skills 

Excellent customer relationships 

High levels of attention to detail

Computer literate

Fast learner 

Planning and organizing with ability to work independently with limited overview

Interest in games/toys 

Work pattern

The role is required to work 5 days per week including one week-end day each week – typically Tuesday – Saturday inclusive.  The role is full-time salaried role with a bonus structure dependent on performance of key KPI’s. 

Due to the seasonal nature of toys, annual leave is not permitted from mid-November to after Boxing Day specials unless by exception with the owner’s approval.  The role is not expected to work public holidays however will be expected some late nights.