What are the responsibilities and job description for the Retail Store Manager position at AAA Northeast?
Overview
Manages the daily branch activities and oversees the delivery of customer service across member services for all business lines in the branch. Using independent judgement, makes decisions which affect member satisfaction and exercises authority to resolve problems. Assumes full responsibility for the branch, including but not limited to; coaching, training, hiring and safe-guarding branch assets. Ensures that Branch Operations works to achieve profit and growth goals as directed by the District Manager/Director. Safeguards all member/employee confidential data as well as maintaining all safety guidelines with club standards. Maintains a positive and safe work environment.
Responsibilities
Manages the employment process for branch staff, including hiring, training, coaching and motivating a driven, positive and successful team and performance management. Establishes performance standards and goals, focusing on limiting errors by ensuring compliance with standardized procedures. Ensures that staff is thoroughly knowledgeable club products. Stays abreast of all business lines sales goals and promotions. Monitor goals of business line and reinforces priorities. Maintains awareness of branch standing to goals and discuss with staff daily. Coaches and develops staff to drive set results. Works to ensure adequate staffing levels in the branches.
Stays abreast of all business lines sales goals and promotions. Develop, implement, and monitor with district manager a sales plan to meet and exceed sales goals. Maintains awareness of branch standing to goals and discuss with staff daily. Works with District Manger to demonstrate a thorough knowledge of market segments by analyzing historical data and trends. Stays abreast of other business line goals, provides support and direction as needed. Acts as a liaison with other business lines and their staff.
Ensures overall member experience is met by handling member issues, managing wait times, checking office merchandise, monitoring interactions between staff and members and includes servicing members directly, includes all business lines in branch.
Keeps abreast of industry changes that may impact business. Analyzes industry trends and makes recommendation to senior management regarding marketing, products, etc. Keeps staff informed of industry changes, agency and Club changes, and vendor requirements. Maintains an awareness of market trends. Independently organizes special promotions & events to promote and sell AAA products and services.
Ensures company policies and procedures for the day-to-day management of the branch facility, including security of the office. Oversees the maintenance and physical appearance of branch office, ensuring compliance with Club standards. Identifies needs for improvements and/or repairs and coordinates activity with Facilities. Works with other departments, ie HR, Safety and IT as needed.
Represents Club in local community, participating in civic events. Builds relationships with town council, Chamber of Commerce, police departments, local businesses, and educational groups to enhance AAA presence. Represents the Branch at Club sponsored events.
Participate with special projects/events.
Other duties as assigned.
Qualifications
Education/Licenses/Certifications: Bachelors degree required; or 6-8 years of additional relevant experience Experience: 5 years Customer Service; retail/banking environment preferred 3 years Supervisory / Management AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.
