Shop Manager

San Francisco, California
The Sill
Welcome to cultivating a life well-lived. We are the direct-to-consumer destination for plants and biophilic design. At The Sill, our mission is to bring life to people and people to life, which includes fostering an environment of inclusion, resilience and growth for all.

We’re looking for a Shop Manager to join our growing team. As a Shop Manager you will oversee, plan, and execute daily operations at one of The Sill’s retail shops. You are a plant-impassioned, business-minded individual with a management background who has a love for fast paced, startup environments. You are a self-starter and will communicate daily tasks and lead training for your retail shop with a natural ability to drive results and motivate teams to positively impact the business. Your efforts will result in increased sales/KPI’s in shops, happy/informed teams, and satisfied loyal customers.ReportingThis role reports to the Vice President of Retail. This position will oversee the entire shop team.

Areas of ResponsibilityCustomer Experience/Training

Display The Sill’s values, “Culture of Yes”, the brand history and mission in your interactions with customers and teammates

Uphold The Sill’s “plant expert” reputation, ensuring proper in-shop plant care is being maintained while training and keeping teams informed on any new products, plant care, and troubleshooting tips

Develop local marketing strategy and relationships with local neighbors to encourage cross-promotion of businesses and plan co-branded events/social activations in the local community

Effectively communicate service opportunities and directly handle escalated customer service situations in shop and across customer feedback platforms (Yelp, customer satisfaction survey, Google) to develop solutions and drive shop net promoter score (NPS) of (80%+)

Maintain a visible shop presence, splitting your time effectively between administrative responsibilities and guiding the employee and customer experience in real time

Own new hire onboarding and continuous training for current team members, providing feedback on existing training materials

People/Development

Prepare and conduct bi-weekly 1:1s, monthly team meetings, and bi-annual growth path conversations for all shop employees

Develop growth path plans and oversee Sr. Shopkeeper specializations and the career development process for your shop team in order to identify talent and build a bench

Deliver difficult in-the-moment feedback to employees with professionalism and prepare/administer progressive disciplinary conversations in partnership with Senior Retail Manager, as needed

Instill a culture of rewards and recognition for outstanding performance in your shop and drive all Culture Club initiatives

Effectively communicate all relevant company, product, and retail-specific information through various channels & methods to ensure communication is flowing consistently.

Communicate hiring needs to Senior Retail Manager, conduct interviews, and own shop hiring and onboarding (management roles need Senior Retail Manager approval)

Develop cross-functional relationships with CX, experiential marketing, planning & operations

Operations

Drive shop KPIs (sales, AOV, UPT, labor/retention, shrinkage, email capture, conversion, and NPS)

Develop expertise in training materials, standard operating procedures (SOP’s), and various daily operational systems (NetSuite, Shopify, Gmail account, phone, local delivery platforms, Asana, Slack, etc), processing transactions and responding to inter-company communication as needed

Maintain a high level of security and safety awareness within the shop and identify any areas of improvement

Attend weekly shop management business update calls and own daily, weekly and monthly reporting of shop results, compiling observations to create action plans and send weekly business recaps to senior retail management

Own inventory controls, managing the Shop Inventory Specialist

Own all visual merchandising/signage directions following company guidelines.

Manage shop schedules, payroll submissions and labor budgets in compliance with company guidelines

Troubleshoot and resolve maintenance, IT, and facilities issues as they arise

Strategize daily tasks/zoning and ensure the team is equipped with updated daily deliverables, checklists, plant care schedules, etc. at all times

Partner with planning, operations, and senior retail management on product flow to maximize assortment sell-through and reduce shrink

Requirements

3-5+ years of experience in a retail, hospitality, or customer service setting with 2+ years in a leadership position

Ability to work with a sense of urgency and lift/carry up to 50lbs.

A passion for plants is a must and horticultural background is a plus!

Comfortable providing clear and effective upward feedback, delegating tasks, motivating others, and getting their hands dirty- yes, we work with dirt!

Strong attention to detail and proficiency in business acumen and KPIs

Ability to maintain a positive, optimistic, empathetic attitude at all times – highly respectful of others

Proven experience and passion for managing, training, developing, career-pathing, and mentoring a team with customer centricity in mind

Schedule Requirements

Full Time: You will be expected to work 40 hours/week

You must be available on weekends and some nights

Available to work during retail black out periods and holidays like Thanksgiving, Christmas, Valentine’s Day, Mother’s Day, etc.

What we look for in future teammatesSERVICE: You are passionate about helping our customers live a life well-lived by anticipating, meeting and even exceeding their needs to ensure they have an enriching experience. When issues arise, you reason and intuit to provide a fair and timely resolution.

OPTIMISM & POSITIVITY: Regardless of our size, you remain humble, resourceful and committed to the brand vision. You are always nimble, excited to tackle new problems and focused on the future.

GROWTH: You desire to continually evolve and level up, both by taking risks to create and innovate and using failure as a learning experience. You seek out and provide feedback that is both honest and kind.

TEAMWORK: You hold yourself and others accountable for The Sill’s success. You consider the impact your work has on others. You air issues quickly and with respect, understanding that together is the only way forward.

EXCELLENCE: You strive to be the best without succumbing to perfectionism by utilizing critical thinking and clear communication. You maintain rigor, discipline and dedication to ensure consistency.

Benefits

Stay healthy and happy through our comprehensive benefits package including medical, dental, vision, and more

Invest in your future by participating in our 401(k) program

Make time for you through our 3 weeks of paid time off (prorated based on hire date), paid sick time policy, and our generous vacation calendar

Care for your wellbeing through our personalized mental health and wellness resources

Grow your family and take part in paid primary caregiver and other parental leave policies

Cultivate your very own green space through The Sill’s 50% employee discount!

COVID-19 Safety and PrecautionsEmployee safety and wellness is our top priority. To prevent the risk of COVID-19, we have implemented the following procedures to ensure everyone is safe and healthy in the workplace:

Company-provided safety equipment (masks, gloves, and hand sanitizer)

Paid sick leave should you become ill with COVID-19 or are experiencing COVID-19 symptoms, or are exposed to someone ill with COVID-19

Paid time off for COVID-19 vaccinations

Salary ranges for all of our positions are pre-determined on where the position is leveled within our growth path matrix. Salary ranges are reviewed during your first interview to ensure alignment.
About The SillBiophilic design for the naturally curious.

At The Sill, we offer new ways to infuse nature into as many everyday rituals as possible through biophilic design, increasing your connectivity to the natural world. In the past year, we’ve gained a new perspective on the spaces we inhabit: our homes, our offices, our home-offices! Tending and cultivating all these places offers a chance to reflect, restore and transform for the better.

Kick-started in 2017, we are backed by over $15M in institutional venture capital from first-class investors including Foundry Ventures, The Chernin Group, Loft Growth Partners and Raine Ventures.

Equal Employment Opportunity StatementWe are committed to creating a more diverse, inclusive and equitable world, starting here at The Sill and leading by example beyond the workplace.

Our intent is to build an environment where people are free to bring their fullest selves to their work. We celebrate diversity of age, race, traits historically associated with race, including, but not limited to: hair texture, hair type, and protective hairstyles, ethnicity, religious creed, color, national origin, ancestry, physical disability, mental disability, medical condition (including genetic characteristics), genetic information, marital status, sex (including pregnancy, childbirth, breastfeeding and/or related medical conditions), gender, gender identity, gender expression, sexual orientation, military or veteran status, citizenship status.

The Sill is dedicated to living out these principles in regard to all aspects of employment, including but not limited to recruiting, hiring, placement, transfer, training….. click apply for full job details