Shop Manager, NY

Locations:

We are hiring for Store Managers for our NYC locations

About The Sill: Biophilic design for the naturally curious.

We are the destination for plants and biophilic design. Our mission is to bring life to people and people to life, which includes fostering an environment of inclusion, resilience and growth for all. 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.

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 The Sill’s shop.

Reporting:

This role reports to the Senior Retail Manager. This position will oversee the entire shop team, consisting of Shopkeepers (full & part time).

Areas of Responsibility:

Customer Experience

• 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

People Development

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