General Purpose of the Job: The purpose of this role is to lead, drive, and carry out the functions necessary to meet store business objectives while satisfying the needs of For Eyes customers. To uphold Company’s standards of excellence in customer service; encourage customer recommendations and repeat business.
Essential Duties and Responsibilities: * Supervise and control the operations of the store in compliance with all company security, personnel and optical policies and procedures. Manage in-store marketing; maintain proper inventory levels and merchandise displays, complete required reports. Properly complete all reports and projects on a timely basis. * Ensure all employees meet customer satisfaction goals; effectively resolve customer concerns and complaints * Ensure store meets assigned performance objectives, such as sales, payroll, accounts receivables, re-do’s, cost of goods, P&L. * Delegate store responsibilities among staff; monitor retail floor activity, rotate personnel to ensure optimum customer service and minimize need for overtime. Establish store-staffing schedules; monitor and coordinate breaks and meal periods. * Coach and train associates in technical dispensing techniques, sales, customer service, and bookkeeping functions. Continuously develop co-workers’ optical knowledge and skills. * Develop store staff and determine employee growth potential through promotions, demotions, transfers, and terminations. Monitor and maintain records to gauge individual performance. Conduct work performance counseling and performance evaluations. Positively motivate staff through praise, guidance, and recognition * Immediately notify District Manager or Human Resources department of potential litigation problems or issues. * Personally achieve established sales goals and objectives; assist customers in frame and lens selection, accurately complete all required paperwork, accurately measure and order customer spectacles; dispense optical eyewear in accordance with professional standards and in compliance with Federal, state and local regulations, perform repairs, adjustments and deliveries of eyewear; verify accuracy of completed eyewear, answer telephones, input data. * Inspect and ensure facility’s exterior and interior are clean and attractive condition by taking proper care for the items within your control. Report repair needs promptly and accurately. * Maintain merchandise displays in a clean and attractive fashion. Implement lens and price changes promptly and accurately. Recommend changes in stock to respond to industry technical and fashion trends. Shop competition in market area to stay abreast of current activities. * Protect all Company assets, including inventory, cash, credit card drafts, bank deposits, and equipment. Follow proper procedures when accepting checks and credit cards. Manage daily bank deposit(s). * Lead and deliver individual and store sales goal. Achieve established key indicators and capture goals. Ability to overcome objections and challenges that may be presented to store and individuals. * Coach, develop and train associates in all aspects of job function including delivering sales and key indicator goals, optical knowledge and low redo percentage, high customer service standards including positive consumer reviews and customer praise. * Recruit, interview and hire top talent to For Eyes. Actively recruits and networks to build a bench of talented candidates for home store and surrounding store. * Establish and maintain good working relationships with other employees (dispensing opticians, optometrists, optometric assistants, Lab personnel and other supporting staff), customers, vendors and local area optometrists and ophthalmologists. * Lead positive attitude toward all company objectives and directives; demonstrate teamwork at all times, including attendance at staff meetings and other training or company functions as required. Continually promote, support, and reinforce the For Eyes philosophy of the 3 C’s: “Take care of the Customer, the Company, and Co- workers” * Lead compliance to ensure that store complies with federal, state and local regulatory requirements like but not limited to privacy, discrimination, safety and labor. Report and correct non-compliance observations and concerns accurately and promptly. * Prompt and accurate communication response to complaints, inquiries, and incidents regarding service, safety, and security. * Maintain registration in good standing with the State Board of Opticians as a licensed/registered optician (Where required). * Drive to make bank deposits in locations that drive to the bank to make deposits. * Foster Teamwork and maintain a positive working relationship with your co-workers, supervisors, and optometry practice that supports and contributes to exam growth, high capture rate, and delivering sales goals. * Maintain and continually develop professional dispensing skills and knowledge. * Successfully complete For Eyes training requirements in a timely manner. * Demonstrate dedication to honest and ethical business practices at all times. * Uphold company standards to professional behavior in all business dealings. * Ability to handle job stress and interact effectively with others in the workplace. * Other assignments as required.
Accountability: * Project a positive attitude toward all company objectives and directives; demonstrate teamwork at all times, including attendance at staff meetings and other training or company functions as required. Continually promote, support and reinforce the For Eyes philosophy of the 3 C’s: “Take care of the Customer, the Company and Co- workers.” * Demonstrate dedication to honest and ethical business practices at all times. * Uphold company standards to professional behavior in all business dealings. * Successfully complete For Eyes training requirements in a timely manner. * Foster Teamwork — maintain a positive working relationship with your co-workers, supervisors, OD and OD staff that supports and contributes to exam growth, high capture rate, and delivering sales goal. * Drive and Deliver Results — Deliver and achieve individual stores’ sales goal and established key indicator goals. Performance is measured on Sales Results and Growing the Business. * Comply with company policy, procedures and regulatory requirements like but not limited to HIPAA, PCI-DSS, ADA. Report non-compliance observations and concerns accurately and promptly. * Able to handle job stress and interact effectively with others in the workplace.
Supervisory Responsibilities: This position manages all employees of the department and is responsible for leadership of the employees within its department. Serve as a coach and mentor for other positions.
Competencies Required: * Customer Focus: provide superior services and deliverables by understanding the customer (internally and externally) and the community environment to promote loyalty. * Execution Excellence and Reliability: effectively execute steps to produce a desired change to improve and grow the business. * Flexibility/Open Mind: adapt well to changing conditions, new ways of thinking and perceptions in a variety of situations and with various individuals and groups to work effectively. * Whole Leadership: lead myself and others to make a difference and deliver results in a responsible, authentic, resilient, inclusive and passionate manner. * Team Effectiveness: adapt well to changing conditions, new ways of thinking and perceptions in a variety of situations and with various individuals and groups to work effectively.
Position Specific Competencies Required: * Sales Drive Results * Customer Service orientation * Managing performance * Develop empowering others * Recruiting skills * Building Collaborative Relationships * Financial Management * Ethical Conduct * Customer/Client Focus * Performance Management * People Leadership skills * Communication Proficiency * Problem Solving * Resilience * Fostering teamwork * Provide motivational support * Handle conflict * Training and counseling others * Excellent Interpersonal Skills * Inspire, Motivate, and display passion to others.
Education and/or Experience Required: * High school diploma or equivalent. * Should have a minimum of one year retail sales and/or customer service work experience. * Math and algebra ability to teach, calculate and understand optical math, sales, and insurance payments. * Able to work flexible schedule, including evenings and weekends. * Frequent travel and work in different store locations in District. * Valid Driver’s License and good driving record for locations where staff drive to bank to make deposits.
Language Skills Needed: Advanced communication skills in the workplace is all about being able to convey information to people clearly and simply. Bilingual preferred. Excellent oral and written communication skills (high level of English is a necessity).
Mathematical Skills Required: Advance level of Math and Budgeting
Reasonable Ability: Maintains a professional image Decision-Making Skill Customer Service Skills
Computer Skills: Tech savvy and advanced in Microsoft word and excel.
Certificates, licenses and registrations: * Maintain a valid ABO, NCLE Certification and State license/registration in good standing. Applicable in licensed states only per state requirement (depending on the state).
Other Skills and Abilities:
* Solid organizational skills including attention to detail and multi-tasking skills * Maintains a professional image * High level of energy and ambition to realize a positive impact
Other Qualifications:
Optical sales preferred. Experience specifically managing retail staff.
Specialized equipment, machines, or vehicles normally used in the course of the duties of the position:
This role may routinely use standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.
Physical Demands on the Role: While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, stooping, crouching, crawling, and climbing all day. The employee must frequently lift and/or move items over 50 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Includes lifting up to 25 lbs The person in this position frequently communicates with customers, co-workers and company. Must be able to exchange accurate and understood information in these situations Ability to move about the store to access sales floor, adjustment area, office machinery, etc. Repetitive hand and eye coordination and strength to make fine motor eyewear adjustments Adequate visual acuity to read lensometer, take eye measurements, and product SKUs. Ability to remember and recall details like optics, promotions, insurance, and customer encounters considerable data entry into a computer and other office machinery, such as a calculator, copy machine, and computer printer. Must be able to enter accurate information Constantly positions self to access customers, product, and computers, including frame racks and products under counters and inside cabinetry Occasionally ascend/descends a ladder for store maintenance, i.e. cleaning, change light bulbs etc.
Work Environment: Ability to handle job stress and interact effectively with others in the workplace Maintain and continually develop professional dispensing skills and knowledge Retail store environment with moderate temperature and noise level. This job operates in a retail environment with merchandise displays and items available for purchase in inventory
Additional Information: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. Evening and weekend work may be required as job duties demand.
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