Position Overview
The Department Manager General Merchandise (GM) manages the General Merchandise department at a large store, including managing employee activities to meet the financial and marketing objectives of the company. Coordinates sales promotions with the Home Office and manages execution in the store. This position also assists customers and suggests the selection of products based on knowledge of current products, familiarity with offerings, and customer interactions. Demonstrates strong knowledge of Follett systems and strategies (Included Program, Academic Tools, System Integrations, etc.), the industry, and the competitive landscape to execute initiatives, drive profitable sales, and control expenses. Effectively executes company programs and initiatives. Ensures compliance with company policies and procedures. Partners with various support partners, including Store Operations, RCMS, AP, HR, and Training. Consistently demonstrates Follett Values - Integrity, Accountability, Customers, Each and Every Associate, Innovation, and Teamwork. Demonstrates proficiency in Follett Strategic Competencies.
Responsibilities
- Supervises the employees of the department, including assigning and evaluating work as well as interviewing, hiring, and training new employees.
- Supervises the Home Office-regulated Return-to-Vendor (RTV) receiving and scanning processes.
- Assists customers in finding products.
- Manages the special order functions and notifies customers.
- Partners to create and maintain a Hassle Free customer service culture, focused on solutions-based selling and an exceptional customer experience.
- Builds key partnerships with other store staff and campus organizations for promotional and special events and assists with off-site sales opportunities (e.g., graduation, basketball, football, author signings, etc.).
- Conducts store walkthroughs daily to ensure proper stock levels, inventory placement, and customer service levels.
- Manages the in-store merchandise display from the stockroom to the sales floor, serving as the liaison between the Store and the Planner.
- Creates and maintains displays in compliance with company standards.
- Executes Home Office-initiated markups and markdowns, analyzes financial reports, processes purchase orders, and approves invoices.
- Partners with the Store Manager to execute promotions and sales and ensures proper inventory levels based on sales and trends.
- May perform website maintenance and fill orders. Maintains price accuracy and merchandise availability on the store website.
- Responds to student, faculty, staff, alumni, and other customer questions and issues resolving escalated issues as necessary.
- May manage the store in the store manager's absence or occasionally supervise other departments.
- May open or close the store.
- Performs other related duties as assigned.
Follett Higher Education is a drug-free workplace environment.
Qualifications
- 3-5 years of relevant experience.
- Bachelor's degree or equivalent.
- 3-5 years of retail supervisory experience; computer literacy.
- Strong communication skills (verbal and written) are required.
- Previous supervisory/management experience is required.
- General computer skills.
