Loss Prevention Market Manager

Location

NY - Lake Grove - Smith Haven Mall - 2325

Classification

Full-Time

Job Summary

Barnes & Noble is the world’s largest retail bookseller and the leading retailer of content, digital media and educational products. We operate over 600 Barnes & Noble bookstores in 50 states and one of the web’s premier e-commerce sites, bn.com. Our Nook Digital business offers a lineup of popular NOOK® tablets and eReaders and an expansive collection of digital reading content through the NOOK® store.

We’re proud to be an industry leader, consistently recognized for excellence in quality and customer service in our stores and online at bn.com. 

As a loss prevention market manager (LPMM), you collaborate with your assigned stores ensuring a safe and secure environment by identifying safety issues, assessing risks and empowering the stores to make the appropriate changes. You partner to develop, implement and manage company inventory shrink initiatives that will reduce shrink and enhance the financial performance of the stores. You support the annual physical inventory of the stores ensuring the integrity of the inventory. You analyze data with the goal of identifying issues and trends as they relate to both internal and external theft. An LPMM proactively partners with the stores through regular store visits and reporting and by providing enhanced training on LP initiatives when needed. You lead a team of market investigators and leverage their expertise across the market to ensure successful day-to-day programs and implementation of key initiatives. You quickly adapt to changing situations and provide clear communication to support store teams.

What You Do

• Manage and ensure all physical security standards are in place and communicate any risk exposures to Home Office Loss Prevention partners.
• During in-store and/or virtual visits, actively walk the sales floor to identify merchandise protection opportunities and to ensure the sales floor is safe and free from hazards. If needed, coach bookselling team in the moment regarding these areas.
• Manage the execution and ongoing maintenance of the shrink reduction and LP awareness programs and measure results.
• Investigate and help resolve inventory integrity issues by working with business partners for appropriate resolution.
• Manage data analytics for your assigned stores by regularly analyzing and reviewing trends and providing recommendations to prevent future incidents.
• Assess compliance with Loss Prevention programs and identify areas of potential risk and gaps between actual performance and company standards.
• Advise and manage all Loss Prevention issues by partnering with field management to determine impact, resolution and preventive measures on all shrink and quality of life issues.
• Tailor and manage Loss Prevention programs for the market and train, educate and motivate store teams on safety, shrinkage reduction and all other loss prevention procedures.
• Develop excellent market investigators, providing them with motivation, feedback, development and realistic goals that align with the needs of the stores.
• Write and review incident summaries and investigative reports that are timely, concise and accurate.
• Respectively, manage internal and external investigations, including apprehending shoplifters and interviewing employees.
• Ensure that the Loss Prevention programs align/support our five bookstore principles (i.e., Presentation, Commerciality, Section Detail, Localization & Sense of Theater).
• Manage the preparation, execution and reconciliation of the physical inventory process and provide oversight and guidance to respective stores.
• Manage all health and safety issues by partnering appropriately and escalating when needed.
• Use remote working technology (Teams, Outlook 365, etc.) and select travel to support the above.
  
  

Knowledge & Experience

• High-school degree and related work experience, including a minimum of eight years of retail loss prevention, with at least 2 years in a multi-unit environment.
• Ability to collaborate effectively with cross-functional teams.
• Ability to influence and manage teams without having direct management responsibilities in certain areas.
• Experience in coaching teams to deliver performance.
• Demonstrated track record of being proactive, managing multiple complex projects simultaneously and focusing on critical priorities with little to no supervision.
• Strong organizational and analytical skills.
• Must possess a demonstrated understanding of general and civil liability.
• Previous experience working with local law enforcement.
• Knowledge and understanding of the principles of Loss Prevention and Store Operations.
• Experience respectfully apprehending shoplifters and installing CCTV cameras.
• Ability to write clear and concise summaries of issues.
• Experienced investigator & interviewer with completed certifications. Strong in-person and telephone interview skills are required.
  
  

Expected Behaviors

• Prioritize customer experience above all else.
• Strong communicator.
• Strong interpersonal skills.
• Ability to maintain confidentiality.
• Discreet and unbiased.
• Demonstrate empathy in difficult situations.
• Provide direct and actionable feedback, motivating through coaching and developing teams to deliver effective programs that protect our employees, customers and the business.
• Adaptable, positive and proactive. Has the flexibility to change an action or behavior quickly based on a situation while simultaneously remaining balanced.
• Make appropriate critical decisions in high pressure situations without having all the required/desired information.
• Deescalate high-risk situations, respectfully.
• Gather all information and make sound and timely decisions when solving problems.
• Strong organizational and time-management skills with the ability to juggle tasks on multiple projects.
• Work well under deadlines; self-starter; innovative.
• Effectively present to and influence partners on programs to support the business goals. Provide field partners with correct information to make accurate decisions and employ the appropriate approach in various situations to support and influence results.
• Gain the confidence and trust of others through honesty, integrity, and authenticity.
• Manage processes and systems remotely.
• Availability to travel occasionally and answer calls at all hours.