Store Manager

Comfort starts with our 10,000+ team members across the globe, who are transforming the power of comfort every day. Our employees have the power to change lives, in our homes, work and communities. We foster an inclusive environment while honoring a legacy built on family, where everyone can be themselves.

If you are ready to join an industry leading organization where our people are the most important asset, and innovation propels us into the future, you’re ready to take your seat at La-Z-Boy Incorporated.

WE BELIEVE IN THE TRANSFORMATIONAL POWER OF COMFORT

Job Summary:

Create customers for life, one exceptional experience at a time by wearing the leadership CAP of character, attitude and passion to coach and train a high-performance sales team focused on creating moments of magic and meeting or exceeding company goals. This team’s success is built on a belief system that the Selling Process is foundational, and team selling is our competitive advantage. This role involves upholding company policies and procedures, as well as embodying customer service and sales philosophies of the organization. Key responsibilities include recruiting, training, managing, and leading a team through designated methods, programs, creativity, and coaching.

Job Description:

KEY RESPONSIBILITIES (other duties as assigned):

Goal is King

• •Track your store GOAL daily/weekly to ensure performance metrics are being achieved and the store is on pace for achieving monthly GOAL.
• •Regularly communicate store performance to GOAL daily and ensure everyone on your team is up to date on the store’s current pace/performance.
• •Meet or exceed daily and monthly store GOAL by team selling.
• •Execute the Comfort Compass process with every customer.
• •Maintain and surpass the store’s minimum average ticket.
• •Maintain and surpass the store’s minimum DPC, IH, and TLAR percentage.

Team Selling

• •Actively participate in team selling and assisting customers every day.
• •Execute drive-bys, crash the party, and third-party endorsements with your fellow sales team.
• •Execute, assist, and encourage sketching with your fellow sales team.
• •Execute and assist with fabric and/or leather and TLA selections with customers.
• •Encourage in-home design consultations.
• •Help overcome objections that lead to the consumer making a buying decision.
• •Coach as many customer interactions as possible in a timely manner using “Take the Temperature” and Feedback Model.
• •Accept appropriate intervention when needed from Sales Manager, Sales Lead, District Sales Manager, Director of Design, and/or President of Sales to execute our team selling culture.
• •Have fun while team selling.

Accountability

• •Hold sales team accountable to follow La-Z-Boy standards of the Comfort Compass.
• •Review daily goal analysis with the entire sales team daily.
• •Execute a monthly coaching session with each Sales Consultant and record in the coaching log.
• •Execute a monthly meeting with Sales Leads and Design leads to identify performance gaps and coaching opportunities.
• •Ensure that the store achieves store GOAL each month.
• •Ensure daily traffic counts are accurate by keeping Door Counts / Trackwell updated.
• •Report all continuing performance gaps and questionable areas to the District Sales Manager and or President of Sales.
• •Recommend necessary progressive discipline to the District Sales Manager and or President of Sales.

Minimum Standards of Performance MSOP

• •All Sales Managers are expected to strive to reach the store’s sales goal each month.
• •All Sales Managers are expected to partner with the Director of Design to ensure the IHD program maintains or surpasses IHD goals and expectations.
• •All Sales Managers are expected to achieve protection goals.
• •All Sales Managers are to complete the 10-week training, sales training, Comfort Compass training, Product Knowledge (PK) training, LMS modules, LZB training sessions, and MEGA training sessions.
• •All Sales Managers are responsible for maintaining the appearance of the store, stockroom, and break room.

Customer Relationship Management

• •Maintain accurate notes in the CRM (Door Counts / Trackwell), Use action item tool and update notes with each contact follow-up.
• •Approach every customer with a Comfort Guide to be completed during the selling process.
• •Complete Comfort Guides for clients with unique items about the room they are shopping for.
• •Follow up with non-purchasing customers within 2 days of their visit.
• •Call and promptly make notes for every client after the delivery and record that call on your Comfort Guide and in the CRM (Door Counts / Trackwell).
• •Send a handwritten thank you card to all non-buying customers within 2 days of their visit.

Product Knowledge

• •Be an expert in every upholstery category.
• •Be an expert in every TLA and case good category.
• •Be an expert in fabric and leather.
• •Be an expert in all product options.
• •Be an expert in furniture romance terms.

Process Execution

• •Be the store expert in the selling process.
• •Be the store expert in IHD process steps.
• •Be the store expert in price list information.
• •Be the store expert in all LZB Upholstery product catalogs.
• •Be the store expert in all bedroom and dining room catalogs.

Merchandising

• •Maintain cleanliness and proper display by working with Design Lead for upkeep of showroom floor.
• •Ensure that all merchandise is on the floor with proper price tags, POS toppers, and information for current sale/promotion.
• •Fabric/ leather swatches and selling aids:
• •Oversee that fabric and leather swatches are current and orderly.
• •Discontinued swatches are to be maintained in the back room and discarded after 6 months.
• •Maintain and order selling aids and swatches when needed (POS order form).

Conduct weekly sales training

• •The Sales Manager is responsible for leading or ensuring someone on the sales team leads weekly training following the weekly training calendar.
• •The Sales Manager is responsible for holding daily training when a training opportunity arises.
• •The Sales Manager is responsible for following up with each salesperson to ensure weekly training completion and comprehension.

Administration

• •Understand, follow and enforce all company policies and procedures.
• •Arrive at least 10 minutes early to prepare for work.
• •Clock in upon arrival and clock out at end of shift. Clock in/out for any meal breaks.
• •Attend and participate in all company training, store staff meetings, and company-wide sales rally meetings.
• •Complete all sales paperwork and customer service issues in an accurate and timely manner.
• •Respond to questions regarding sales and return policy, La-Z-Boy warranty and service, and direct customers to the appropriate department as required.
• •Understand and follow the Terms & Conditions policy on our sales receipt.
• •Ensure open sales have proper deposits and documentation.
• •Schedule pickups and deliveries in compliance with procedures.
• •Utilize company systems to answer questions regarding sales balances, inventory availability, and all point-of-sale screens.
• •Always update customer accounts by inputting notes in RMS Sales/Delivery notes.
• •Assure that all company assets, daily receipts, and cash are always secure.
• •Accurately verify weekly ISTs and alert all applicable departments when something is incorrect/incomplete/missing on the IST.
• •Consistently interview candidates to ensure a full store staff.
• •Follow all safety and security rules.
• •Assist President of Sales when necessary to communicate sales, merchandising, marketing, and training initiatives in Saturday Morning Sales Meeting.
• •Assist in execution of company sales rally and Mega Training each quarter.
• •Assure the store’s nightly balancing are complete and sent each night.
• •Schedule time during the slower hours to work on paperwork.
• •Maintain building security, monitor and report unusual problems that may cause security concerns to President of Operations.?

MI