Jobbörse

Do you love animals and working with people? Join the fun, caring, friendly, and energetic team at the Santa Barbara Zoo in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation!

Compensation: $26.20 - $27.30 per hour

Schedule/Time Commitment: 5 days a week / 7:30 am -7:30 pm / Monday Sunday

Under the general direction of the Director of Retail Operations, the Retail Supervisor is responsible for the overall sales, guest experience, and visual merchandising for all Retail locations throughout the Zoo. The Retail Supervisor supervises and motivates the Retail Leads and Retail Ambassadors, providing inspiration to drive sales and exceed guest experience expectations through coaching, providing effective feedback, and recognizing and rewarding accomplishments. The Retail Supervisor promotes a fun and positive work environment that fosters open communication, encourages teamwork, and inspires an excellent guest experience.

• Manages day-to-day operations at all Zoo retail outlets at the main gift store, the fudge store, the Train Store, and any pop-up retail opportunities at special Zoo events.
• Acts as the floor supervisor, taking responsibility for all retail store operations, working collaboratively with the Retail Department's leads and front-line staff, delegating work whenever possible, and filling in for staff as needed.
• Manages visual merchandising standards set out by DRO to ensure a 'grand opening' look and feel to our guests every day and throughout the day.
• Working with DRO, analyzes staffing needs and prepares staff schedule online in WhenToWork.
• Communicates with the entire team via email, text, through WhenToWork, as well as printing out important information and posting it in the stock room.
• Plans the Daily Schedule in Google Docs for the main store and the train store and prints a copy every morning to go out on the floor.
• Provides staff training on specific roles and positions.
• Is knowledgeable and proficient in the Zoo's point-of-sale (POS) system in order to accurately and efficiently process guests' transactions in compliance with Zoo policies; Ensures accurate processing of sales, rentals, returns, gift certificates, special orders, memberships, etc., and is able to troubleshoot basic issues
• Utilizes Zoo's business reporting tools and analyzes data to drive stores' sales to meet or exceed budget goals.
• Manages the rental of strollers, wagons, wheelchairs, etc., assuring cleanliness, maintenance, and safety. Checks for online ECV reservations every morning.
• Recommends the purchases of supplies and equipment and routinely ensures their proper maintenance.
• Working with the Retail Stock Coordinator, ensures all inventory is properly price-tagged and stocked for sale
• Working with the Director of Retail, runs and analyzes sales and inventory history reports, suggests inventory to be reordered, and helps with purchase writing when needed.
• Works with Marketing, Advancement, and Guest Services to assist with Special and Private Events.
• Other duties as assigned by the Director of Retail Operations

• Models greeting every guest with a smile within 10 feet and verbally within 5 feet
• Exhibits an outgoing, positive, enthusiastic, "can-do/guest-first" approach with all guests, as well as co-workers
• Models and ensures a high-quality guest experience across all Zoo operations related to Retail and collaborates with other departments in creating and maintaining the "Guest Experience"
• Inspires guests as well as staff about our unique product offerings through product knowledge, stories, and demos
• Trains front-line staff in customer service and conflict resolution. Collaborates with other departments in creating and maintaining the "Guest Experience"
• Handles visitor complaints, problems, inquiries, and accident reports according to Zoo guest relations procedures
• Resolves guest experience-related issues using good business judgment and elevating, as needed, to the Director of Retail Operations
• Makes guest recovery efforts, with the assistance of the Director of Retail Operations, when necessary
• Thanks guests for supporting the Zoo with their purchase and visit

• Ensures all employees are familiar with and understand our Mission, Core Values, and Hedgehog
• Practices and exemplifies core values, policies, and procedures and ensures compliance of all employees with established Zoo standards
• Working with the Director of Retail Operations, actively interviews, recruits, hires, trains, and schedules for all open positions in Retail
• Communicates to the team daily sales goals and coaches in-the-moment performance and upsell opportunities to achieve these goals
• Demonstrates, models, and coaches staff in consistent selling behaviors that inspire our guests towards a greater connection with our products and our mission
• Coaches to reinforce positive behavior, challenge negative behavior, and motivate the team to work together to achieve goals
• Shares critical information, best practices, and procedures on a consistent basis with leads and front-line staff in-the-moment and through meetings
• Ensures compliance of employees with established security, sales, and recordkeeping procedures and practices
• Working with the Director of Retail Operations, ensures staff development for future supervisory needs, including administration of the 30/60/90-day and annual performance appraisal process
• Working with the Director of Retail Operations, develops and implements individual development plans for leads within the Retail team
• Working with the Director of Retail Operations, performs evaluations for leads and front-line within the Retail team
• Provides staff coaching, support, and feedback on a regular basis
• Responds to staff questions and concerns in a timely fashion
• Administers and enforces safety training and protocols as set forth by the Director of Safety and Security
• Oversees policy compliance of Retail staff regarding quality of guest service, cash handling, standard operating procedures, and safety compliance
• In collaboration with the Director of Retail Operations and/or the Director of Human Resources, manages disciplinary issues, recommending the termination of employees when necessary

• Working with the Director of Retail Operations, creates and maintains a consistent and visually appealing store presentation, including signage, lighting, and sampling, where appropriate. The "central displays" of each store must represent a great first impression that entices our guests to come into our stores
• Ensures our stores are "closing to open" each evening and that, throughout the day, a clear and defined floor zoning and management occurs to maintain visual/merchandising standards, all the while providing a great guest experience

• Fosters positive relationships with other supervisors/leads in and across Zoo departments
• Participates on teams, circles and committees to explore solutions to various challenges and opportunities
• Answers phone calls, voice mail, e-mail, and texts promptly
• Adheres to and enforces Zoo's policies & procedures and dress code, as outlined in the Employee Policy Manual
• Ensures the Zoo's presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditions
• Applies and exemplifies "green" (sustainable) practices recycling, reusing, or minimizing use as much as possible
• With the Director of Retail Operations, assists in scheduling bi-weekly meetings with the retail leads
• Attends all monthly All Staff meetings

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions.

• BSc/BA in business administration, or relevant field, preferred
• Directly related retail experience may be substituted for a degree
• Minimum 3 years customer service experience, preferably in the retail industry
• Minimum 1 year in a management or supervisory role
• Operational proficiency with POS