What are the responsibilities and job description for the Senior Retail Manager position at Biltmore?
The Senior Manager, Retail Shops, is responsible for achieving budgeted profit goals and ensuring the overall success of sales and operations across 13 retail locations. This role drives on-site retail business operations by aligning best practices, processes, and strategic initiatives to meet financial and operational objectives.
Key responsibilities include overseeing day-to-day operations, fostering a culture of teamwork among store, stockroom, and warehouse staff, and ensuring smooth collaboration with visual merchandising and merchandising buyers. The Senior Manager will also oversee inventory control, stockroom management, and provide direction on performance management and professional development for staff. This includes hiring, training, and supporting ongoing development initiatives.
In addition, the Senior Manager will be accountable for maintaining budgetary controls and ensuring the achievement of sales and profitability targets. Other responsibilities include delivering a seamless, exceptional experience for every guest, driving employee engagement, managing daily operations, and ensuring alignment of performance with revenue and expense goals
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The Senior Manager will also provide general support to the leadership team and contribute to broader company-wide initiatives.
Essential Job Duties
1. Operationalize Strategic Goals: Lead the execution of strategic objectives and drive profitability across thirteen retail shops within the Estate. Guide store leadership teams in developing and prioritizing daily, weekly, and monthly operations. Contribute to the accuracy and compliance of sales forecasting, staff scheduling, and payroll management to optimize performance.
2. Budget Collaboration: Collaborate with the Senior Director of Retail Experience and Merchandising to create annual revenue, labor, and variable expense budgets. Ensure alignment with corporate and departmental financial goals and objectives.
3. Visual Merchandising: Partner with Visual Manager to execute merchandising and display strategies at each location, ensuring stores are well-stocked and creating an inviting, visually appealing environment that attracts and engages guests.
4. Gracious Hospitality: Foster a culture of genuine hospitality by leading teams to create a welcoming environment for guests. Provide constructive feedback to team members to elevate the guest experience. Address escalated guest service issues with urgency and professionalism, ensuring timely and appropriate resolutions.
5. Entrepreneurial Leadership: Utilize company reporting tools to assess individual store performance and identify opportunities to drive sales. Guide store leadership in making strategic, creative, and impactful business decisions that foster a sense of ownership and efficiency within each location.
6. Asset Protection: Enforce safety standards, shrink reduction programs, and adherence to company policies and procedures, including inventory control processes, to safeguard store assets and ensure operational integrity.
7. Staffing and Performance Management: Assess staffing requirements and ensure store teams provide a comprehensive onboarding experience for new hires. Cultivate a high-performance culture by engaging in career development conversations, promoting an inclusive environment, and identifying opportunities for employee retention and growth.
8. Leadership Development: Work with store leadership to develop tailored training plans and management strategies to enhance skill sets and expertise. Provide timely, actionable feedback to empower team members to excel and foster a culture of problem-solving and proactive leadership.
9. Floor Supervision: Conduct regular visits to retail locations to monitor floor operations, guest service, and staff productivity. Offer constructive feedback and support to ensure continuous improvement in service delivery and operational efficiency.
10. Cross-Departmental Feedback: Share actionable insights from guests and product performance with key teams (E-Commerce, Merchandising, Fulfillment, Marketing, etc.
Qualifications
1. Education: A college degree is preferred, with a preference for candidates holding a two- or four-year degree in business, marketing, hospitality, or a related field. Additional education, training, and certifications are strongly preferred.
2. Experience: The ideal candidate will have leadership experience in a comparable upscale hotel, resort, or retail setting. Knowledge of wine is a plus.
3. Supervisory Experience: A minimum of four (4) years of supervisory experience is required. Strong organizational and communication skills are essential. An equivalent combination of education and experience will be considered.
4. Guest Service Commitment: Demonstrated commitment to providing world-class internal and external guest service. Proven leadership ability with a focus on team building, development, and motivation. Handle guest service recovery issues professionally, in line with established standards.
5. Interpersonal and Communication Skills: Exceptional interpersonal and communication skills, with the ability to convey information clearly and concisely. Handles guest and staff issues with diplomacy, tact, and professionalism. Public speaking skills are a plus. Ability to engage effectively with all levels of the organization.
6. Organizational Skills: Excellent planning, organizational, project, and time management skills. Ability to prioritize tasks, adapt to changing demands, and multitask as needed. Strong attention to detail with a focus on quality and service.
7. Technical Proficiency: Ability to quickly learn about Biltmore products, services, systems, protocols, and history. Proficiency with Word and Excel is required. Familiarity with POS systems is preferred.
8. Proactive Problem-Solving: Demonstrates sound judgment, a proactive approach, and strong problem-solving skills. Anticipates and addresses issues, troubleshooting as needed while building positive working relationships across the company.
9. Professional Representation: Ability to professionally represent Biltmore and embody the company’s core values.
10. Ethical Standards: Upholds high ethical standards and reflects the company’s core values.
Physical Requirements
1. Significant time (90%) is spent walking or standing while monitoring floor operations; ability to work in office setting as needed.
2. Lifting up to 50 pounds daily.
3. The ability to climb steps is necessary.
4. Ability to reach overhead/below, kneel, stoop, bend, and crouch.
5. Ability to operate computer and to work with word processing and Excel software is required.
6. Position requires estate and local travel; valid NC driver's license or the ability to obtain one in the first 30 days of employment.
