Store Operations and Merchandising Manager (Solo) APPLY NOW

**TO APPLY FOR THIS POSITION, YOU MUST BE AUTHORIZED TO WORK IN THE UNITED STATES**

ROLE:

At Healthy Italia, we don't just sell Italian food and kitchenware – we deliver a piece of Italy to every customer. Our mission is to create a transformational, authentic Italian experience that goes beyond just selling products. We build a community that embodies the essence of Italian culinary tradition and lifestyle, and we serve our customers with the utmost dedication and excellence.

The Store Operations and Merchandising Manager role, in one sentence, is to ensure our store operations run smoothly and our merchandise resonates with our customers' desire for quality and authenticity. The role requires a focus on delivering an exceptional shopping experience that aligns with our company's values. You will oversee daily operations and coordinate with the inventory and marketing teams to create an inviting, engaging and efficient environment for our customers.

RESPONSIBILITIES:

• Overseeing the daily operations of a store, making sure it runs smoothly and effectively. 
• Serving customers by assisting with product selection, answering inquiries and processing retail transactions.
• Addressing customer complaints and feedback promptly and professionally.
• Foster a welcoming and customer-centric atmosphere within the store.
• Provide personalized customer service, building strong relationships with regular customers.
• Implementing customer loyalty programs, analyzing customer buying patterns, and adjusting strategies to enhance customer satisfaction.
• Develop/set a strategy for the retail store and lead the execution of strategic initiatives (e.g., aimed at maximizing client satisfaction and lifetime value)
• Deliver and expand revenue (e.g. by driving upsells/cross sells when appropriate) to result in growing net dollar retention and low customer churn rate
• Develop and refine surveys and other methods of data collection to deeply understand our clients and their experience.
• Overseeing the planning and implementation of merchandising strategies.
• Creating eye-catching store layouts that showcase the brand and aesthetic of the company.
• Developing promotional materials to increase foot traffic and store revenues.
• Update and refresh store layouts regularly to keep the store looking current and engaging.
• Tracking inventory movement and systematically introducing promotions, sales, price changes, etc.
• Identifying customer shopping trends and monitoring supply and demand.
• Collaborating with the marketing/social media department to brainstorm new projects, campaigns, and business ideas.
• Prepare reports on store performance, merchandising effectiveness and other key metrics. Present findings and make recommendations to management.

RESULTS:

• Tracks and improves on customer experience metrics (e.g. NPS Score of 80%+)
• Grows net dollar retention and reduces churn of recurring revenue training clients (e.g. 100%+ net dollar retention)
• Responds to client inquiries in a timely and complete fashion (e.g. <24 hour response time)
• Ensure participation in client surveys (e.g. 60%+ response rate) and solicits inputs from clients through feedback conversations (e.g. 2-3 conversation per day)
• Communicate with clarity, conciseness and force with other team members
• Creates scalable systems for driving expansion revenue and upsell/cross opportunities
• Establishes a culture of client excellence across the entire organization

REQUIREMENTS:

• 5+ Year of experience in store and merchandising management
• Preferred: 2+ years experience in a service or hospitality company that prioritizes client experience
• Preferred: experience working in a fast-paced, startup-like environment (must be comfortable with ambiguity and adaptable to a fast-changing environment)
• Experience as a creative problem solver that looks for new solutions versus status quo
• Expertise in customer experience with a proven record of developing customer facing strategies to drive customer satisfaction, retention and growth
• Excellent organizational and project management skills
• Strong analytical skills
• Demonstrated integrity and dedication to effective, efficient delivery of objectives
• Self-motivated, detail-oriented and able to work autonomously
• Strong work ethic and growth mindset.
• Excellent visual design and planning skills.

BENEFITS:

Medical and dental benefits

Simple IRA Plan

AVAILABILITY:

• Full time position with the following hours: Mondays- Fridays: 12 - 6 pm and Saturdays 10am - 6pm
• Targeted start date: Week of September 9, 2024

HEALTHY ITALIA CORE VALUES:

Our core values are the heart and soul of our incredible small business. The right person for this role will appreciate each of these values, personally subscribe to them, and understand why each is critical to having a great business.

1. HONESTY AND RESPECT: Honesty is the foundation of trust. When a company is honest with its customers and its employees it creates a sense of trust and reliability. This trust is essential for maintaining long-term relationship and building a positive brand reputation. Respect is essential for building positive relations with employees and customers. When people feel respected, they are more likely to trust and collaborate with one another.
2. PEOPLE'S HAPPINESS: Making people happy is a core value that aligns with the overall goal of providing excellent service and creating positive experiences for both customers and employees. By prioritizing the happiness of both customers and employees, we can build trust and loyalty, improve customer satisfaction, and increase employee morale and job satisfaction.
3. PROACTIVENESS AND ENERGY: Being proactive means that you are not waiting for instructions or for things to happen, but rather you take charge of your own development, the work environment and the company's success. .We are here to bring joy in people’s life so it’s very important that our customers get it from every single action and word we do and use. We need to radiate enthusiasm, vitality, passion, and happiness starting from who we are and how we show up at work.
4. TEAMWORK, COMMUNICATION AND CONSISTENCY: We are a group of people who work together to make an impact in people’s life. You are a piece of the puzzle, and your contribution is always crucial. The work of every single person is crucial for Heathy Italia's success. Nobody can read minds so it’s very important that we always communicate. We need to verify that the person who’s listening to what we are saying understands exactly what we mean, without taking anything from granted. The service we provide should always be the same or better. Once a procedure is set, it must be followed. Consistency is key to operational success!