Job Title: Retail Store General Manager Team: Retail Location: Costa Mesa, CA Store Scope: People Manager, M2 Reports To: Retail District Manager Target Hiring Range: $75,000-$90,000 USD Annual 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 General Manager, you set the tone for the store's overall engagement in community, activism, development, and customer service. You drive a healthy and sustainable business through a strategic vision in collaboration with your team. You thrive in a team-based environment, positively network across stores and channels to share best practices and are always thinking of better ways to support the broader success of retail. You are an approachable leader who is as comfortable setting goals for your team and providing a vision for the store as you are working alongside them. 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 function well in ambiguity with a solution minded approach and are not bound by convention.
What You'll Do
- We are in business to save our home planet: You support and strategize for 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
- Business Strategy: You strategize to meet expense and profits goals for the store. You plan and prioritize work to meet commitments aligned with organizational goals. You anticipate and adjust effective contingency plans, break down objectives into appropriate initiatives and actions, and network with likeminded businesses and individuals for partnerships
- 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 and networking
- 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 are approachable, responsive, and engage in company directives with a team-based mentality to support the company and personal goals of the team while being open and feedback driven
- Other Duties: 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 and connected to 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 are strategic and business minded- In conjunction with the District Manager and Assistant Manager, you strategize to meet expense and profit goals. You consider the long-term business trajectory of your store and leverage your team to meet the short-term needs of that vision
- 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 listen and drive an environment of honest communication to ensure all voices are heard and respected
- 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, and get things done efficiently and effectively. You ensure accountability and follow through on all commitments. 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 are a go to person for relevant company information and are open to change and experimenting
- 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. You face concerns efficiently and encourage staff engagement
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
- Retail Management: Proven experience in retail management, including the ability to read and interpret Profit and Loss statements, with a track record of effectively running and overseeing all aspects of a retail business, from sales optimization, staff management, inventory control, to customer satisfaction and store maintenance
- Approachability: Ability to work flexibly and collaboratively as a leader and team member. Easy to talk 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, calm,and resilient workplace morale. Can pivot and encourage team engagement when things change
- Communication: Effective and timely communication skills, both written and verbal. Can adjust communication with all team members and leadership, document all coaching and feedback moments, and can actively listen
- 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 lead in performance management, conflict situations, and de-escalation 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. Can exercises sound judgment and interpretation of the situation and how to move forward as a team
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 Costa Mesa, CA store’s current business hours are 11am to 7pm daily. Our current hiring needs are for 30-39 hours with open availability to work five shifts a week. Business hours are subject to change. 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.