Area Manager

Job description / Role

At Build-A-Bear Workshop, the Area Manager is accountable for the overall success of the total territory, as well as the individual workshop results. They are responsible for directing and leading a team of dynamic individuals to achieve the company objectives in regards to WOW guest experiences, WOW associate experiences, and meeting sales and profitability goals set forth by the company.

The Area Manager establishes and maintains superior professional standards in the areas of sales generation and growth, guest service, associate management and development, store operations, visual presentation, and inventory management.

The Area Manager regularly travels to all store locations in the territory to ensure that all stores demonstrate and uphold the values and vision of Build-A-Bear Workshop to carry out the overall business strategy. This person will be expected to spend no more than 1 day in the office – Sunday and all other days in the stores – to take part in opening and closing shifts, travel on a monthly basis to international stores and visit all UAE stores on a weekly basis. Week end work and working over public holidays will also be a key function of this role and as such time in lieu will be given.

Essential functions of the role

Sales and Profitability
- Maximizes profitability through sales generation and year on year growth. Ensures that all stores achieve budgeted sales all the while delivering sales KPIs in line with the company expectations. Sets challenging goals that influence, motivate, inspire and guide others to follow that direction.
- Manages budgets and controls expenses in the territory. Monitors daily, weekly and monthly reports.
- Trains store management team on components of the Profit & Loss reporting to ensure their understanding of the driving factors in store profitability. Holds teams accountable for maximizing their stores’ profitability through sales efforts and expense control.
- Compile the weekly “standards communication of routine execution” report – using the store reports, probing the store managers about the WHY’s to ensure the report is a commercial document that offers real insight into the business.
- Take complete ownership of the business KPIs and ensure the stores deliver on all levels – unit per transaction, dollar per transaction, product specific ratios, party targets.
- Drive the party business to between 8 and 12% of total sales. Develop business development strategies for the stores to execute and be part of business development meetings when required.
- Analyze customer traffic data and action accordingly.
- On a quarterly basis with each store manager examine how each store will achieve the quarterly goals. Look at the planned events and guide teams to ensure they achieve the business plan.

Guest Service
- Defines, demonstrates and evaluates guest service expectations to ensure guest satisfaction is at its highest.
- Monitors monthly guest service survey scores and develops strategies with teams to ensure all stores are meeting or exceeding company goals. (Foresee)
- Coaches, trains and develops management teams to identify priorities based on the demands of the business.
- Drive the MUST SEE BEHAVIOURS through all of the staff within the stores.
- Take complete ownership of the company wide mystery shopper campaign, liaise with US Operations on the results, develop a corrective action plan and implement immediately to fill the service gap and be ready for the follow up mystery shop.

Operational Excellence
- Manage payroll and timekeeping procedures through the store teams and ensures accurate reporting, while delivering overall territory performance to meet company goals. Ensures that stores schedule effectively to maximize profitability.
- Manage weekly schedules, annual leave planning.
- Liaise with HR for any operational gaps that require further training support or disciplinary action.
- Monitor and ensure accuracy of cash management policies and procedures in the stores.
- Ensures protection of company assets and communicates any issues to GM, Finance and Human Resources.
- Ensure that key BABW operations tools are used to ensure maximum efficiency – store visit guide, staff deployment, Daily Paw Trackers, Bear Ladder and various checklists.
- Implement and monitor store consumables in line with budget.

Manpower
- Identifies manpower requirements and works with HR and store managers to recruit, hire and retain candidates to meet store management needs. Ensures that a strong succession plan is in place and maintains a bench of qualified candidates (internal and external) that can fill management openings. Plans, anticipates, and adjusts for staffing needs on a regular basis in order to meet company goals.
- Ensures all managers and associates are trained to BABW standards in order to achieve successful results in execution of Guest Service, Sales, Merchandising, and Operational goals.
- Holds management teams accountable for their performance and development. Provides timely and consistent feedback and coaching. Creates a base of promotable associates through training and development of high caliber talent.
- Confronts and addresses performance issues or conflicts in a timely and consistent manner. Uses good judgment and partners with General Manager and Human Resources to make necessary decisions within the company’s guidelines
- Ensures the administration of timely and accurate performance appraisals.
- Understands and ensures compliance with all Federal, States, and/or local laws and regulations that govern store operations and labor practices. Completes random HR audits to ensure all stores are in compliance.
- Look at creative ways to drive the employee satisfaction with the retail staff, work with the monthly, quarterly and annual recognition tools as ways to motivate the team to success and ultimately maximize sales.
- Really drive the floor leadership skills for all members of the store management teams.
- Liaise with HR for training support.
- Conduct Sales & Smiles evaluations on a weekly basis in addition to conducting annual appraisals of the store management teams.

Merchandising and Marketing
- Maintain daily awareness of merchandise in stock by working with store teams to ensure stock and mix levels meet the needs of the business. Communicates any issues to GM of merchandising and/or head office.
- Ensure stores are aware and understand the importance of current marketing campaigns and promotions. Partners with the stores and head office on current market trends or special marketing events in the market.
- Monitor and ensure accuracy of merchandise receiving and transfers, markdowns, damages and all other administrative paperwork and procedures affecting inventory control.
- Ensure high levels of visual presentation standards across all stores and follow the VM guidelines. Maintain impeccable housekeeping and maintenance standards through store teams.
- Analyze the fast and slow moving sales reports, understand the forecasted business and ensure stock levels are adequate to meet the business needs.
- Understand fully the purchase order process and ensure all store managers and assistants compile accurate and “on time” purchase orders that meets the needs of the business.
- Take ownership of launches once delivered to the stores – ensure all launch information packs are understood in time for the staff to learn. Oversee the sales floor merchandise layout changes, installation of POS etc.
- Ensure stockrooms are managed efficiently, oversee inventory control, stock checks, damages and write off stock.

Communication
- Communicate clearly and effectively both verbally and in writing. Maintains a positive and motivational style in all communication and actions to promote productivity and ownership.
- Deliver reporting within a timely manner and to the required standard, demonstrating sound business analysis and action orientated focus. Provides insight regarding the competition and current market trends.
- Ensure any instructions communicated to the stores are understood and implemented.
- Communicate regularly with US for general updates and reviews of the business.
- Work closely with Marketing, HR and Finance for any support needed and visa versa.
- When presenting a case for “change” it must be data driven and presented accordingly.
- Conduct mid-week touch base meetings with line manager within a store.
- Meet Marketing every 2 weeks in a different store to discuss in-store marketing and new marketing initiative and opportunities.

Requirements

- Minimum of 3 - 5 years of multi-store experience who can demonstrate a successful track record in a customer centric business, preferably in specialty retail or restaurant business.
- Minimum of 5 years of total store management experience.
- Minimum of high school diploma or general education diploma equivalent. College degree a plus.
- Is ambitious, “success” and “action” orientated.
- Very hands on. Willing to be part of the team at store level, handling deliveries, customer facing handling sales and customer interactions,
- Strong commercial/numerical analytical skills.
- Exceptional leadership and selling skills.
- Leads by example with professional and personal integrity.
- Excellent interpersonal communications skills, including verbal and written communication.
- Balances the appropriate levels of coaching and discipline in his/her management style.
- Proven success in growing and developing teams in order to maximize their potential.
- Organized, excellent planning skills and attention to detail.
- Strong problem solving and decision making skills
- Is flexible and adaptable in a fast paced work environment.
- Fosters a high energy environment and demonstrates an appreciation for children of all ages.

About the Company

Where Best Friends Are Made Maxine Clark is one of the true innovators in the retail industry. During her successful retail career, her ability to spot emerging retail and merchandising trends and her insight into the desires of the American consumer have generated growth for retail leaders, including department store, discount and specialty stores. In 1997, she founded Build-A-Bear Workshop, a teddy-bear themed retail-entertainment experience. Today there are more than 400 Build-A-Bear Workshop stores worldwide, including company-owned stores in the U.S., Puerto Rico, Canada, the United Kingdom and Ireland, and franchise stores in Europe, Asia, Australia, Africa, Mexico and the Middle East. The company extends its in-store interactive experience online with its award winning virtual world at buildabearville.com.