Retail Shift Manager

Purpose: The Retail Shift Manager assists location management in executing retail operations to ensure optimal customer experiences. This role is responsible for maintaining operational readiness through exceptional cleanliness, proper staffing, and adherence to high retail and operational standards using prescribed policies and procedures.

Essential Functions:

• Executes established Standard Operating Procedures (SOPs) during assigned shifts by conducting regular operational checks, ensuring compliance with brand standards, and documenting any deviations for management review; holds hourly associates accountable for following operational protocols while providing immediate coaching and support to maintain consistent standards within assigned areas
• Ensures merchandise displays remain appropriately clean, stocked, and visually appealing throughout shifts while monitoring equipment functionality and reporting maintenance needs to operations management
• Reviews and approves timekeeping punches for assigned shifts and monitors overtime accumulation of hourly team members to ensure compliance with labor laws and operational budget objectives
• Assigns work tasks and activities to associates while ensuring all associates take mandated rest breaks and meal periods in compliance with labor regulations
• Escalates performance concerns to leadership as appropriate while providing coaching and guidance to associates to improve performance and maintain operational standards
• Operates POS systems and processes transaction voids while following all company cash handling policies and maintaining proper cash security protocols at all times during shifts
• Monitors inventory levels, assists with merchandise receiving, and processes invoices accurately while reporting inventory discrepancies and stock-out situations to management
• Ensures compliance with all company retail policies and procedures while training staff on brand standards and monitoring adherence to visual merchandising standards
• Executes planogram changes as directed and oversees seasonal book displays and promotional setups to maintain brand compliance and thematic relevance
• Delivers exceptional customer service through knowledgeable, professional staff while creating compelling displays for thematic and locally relevant book products within brand guidelines
• Coaches associates on product knowledge and customer engagement while recognizing strong performance, resolving customer issues using sound judgment, and motivating team members to meet customer experience standards

Reporting Relationship & Role Information:

• The Retail Shift Manager I reports to the Store Manager or Retail Multi-Unit Manager within the assigned location
• This is a non-exempt position under the Fair Labor Standards Act
• Requires ability to work shifts during various operating days and hours each week including opening, busy periods, and closing to monitor retail associates' work activities
• May serve as Manager on Duty (MOD) during assigned shifts, ensuring operational readiness, addressing escalated issues, and representing store leadership

Minimum Qualifications, Knowledge, Skills, and Work Environment:

Education and Experience:

• Requires 2+ years of retail and/or customer service experience
• Requires minimum of 6 months of supervisory or lead experience in retail, specialty retail, or customer service environment
• Book retail experience or active reading interest preferred

Specialized Training:

• Basic math skills and cash handling experience
• Knowledge of federal, state, and local safety and health standards, and procedures to comply with retail regulations
• Experience with POS systems and retail management software

Specialized Skillset/Competencies/Traits:

• Product knowledge relevant to assigned retail category with ability to make customer recommendations, or ability to develop this expertise quickly after hire
• Strong attention to detail, effective communication skills, and ability to maintain operational standards while supporting team performance during assigned shifts
• Understanding of visual merchandising principles, planogram execution, and retail display standards specific to book retail environments
• Ability to speak, read, and comprehend instructions, correspondence, and policy documents while conversing comfortably with customers and providing excellent customer service
• Knowledge of retail inventory management, loss prevention procedures, and merchandise handling protocols

What we offer: 

• Competitive Salary Range: $20.19-$22.43
• Employee Discount: 20% off at Dufry, Hudson and HMS Host
• Comprehensive Benefits: Medical/Dental/Vision Insurance
• Paid Time Off and Personal/Parental Leave Programs
• Company-Paid Life Insurance
• Retirement Programs & Matching Contributions: 401K & RRSP
• Employee Recognition & Anniversary Programs
• Training, Development, & Growth Opportunities
• Tuition Assistance & Scholarships

Disclaimer: All job requirements are subject to change to reflect the evolving position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees. This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an "at-will" basis.

Dufry, Hudson, HMSHost are equal opportunity employers and do not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factors.