Retail Store General Manager

Job Title: Retail Store General Manager

Team: Retail

Location: Costa Mesa, CA Store

Scope: People Manager, M2

Reports To: Retail District Manager

Target Hiring Range: $75,000-$90,000 USD Annual

Benefits: Patagonia offers a comprehensive benefits package, including medical, dental, vision, retirement and leave of absence plans. Benefit plans may vary slightly depending on the nature of your employment.

As a Retail Store General Manager, you set the tone for the store's overall engagement in community, activism, development, and customer service. You drive a healthy and sustainable business through a strategic vision in collaboration with your team. You thrive in a team-based environment, positively network across stores and channels to share best practices and are always thinking of better ways to support the broader success of retail. You are an approachable leader who is as comfortable setting goals for your team and providing a vision for the store as you are working alongside them. You effectively direct and supervise team members on the sales floor to drive an impactful customer experience as well as lead employees in delivering impeccable customer service. You function well in ambiguity with a solution minded approach and are not bound by convention.

What You'll Do

• We are in business to save our home planet: You support and strategize for a consistent message of activism and inclusivity and drive engagement. You inspire your team to live Patagonia’s purpose, both in the store and in the community

• Your customer service is not bound by convention! You deliver best-in-class service by centering the customer in everything we do. You ensure Team Members have access to all tools and resources to provide that same level of service. You spend a significant amount of time on the sales floor and make every effort across Patagonia's channels to assist customers

• Activism: You are an environmental activist! You participate and encourage team participation in our Activism program by utilizing your 18 activism hours to support your community, partner with local non-profits by engaging in the grants and donations processes and inspire and encourage customers and your colleagues to get involved

• Leadership: Approachable leadership presence in a team-based environment where you prioritize and delegate, actively coach, and identify growth opportunities for team members

• Business Strategy: You strategize to meet expense and profits goals for the store. You plan and prioritize work to meet commitments aligned with organizational goals. You anticipate and adjust effective contingency plans, break down objectives into appropriate initiatives and actions, and network with likeminded businesses and individuals for partnerships

• Training/Hiring: As part of the leadership team, you assist in the hiring of people who pursue interests that are related to our products and philosophy. You assist in the training of fellow employees and support their development through coaching and feedback

• Development: You use your independent judgment to coach and develop your team on their communication and ownership skills, support a steady feedback loop and work to develop employees toward growth within their roles and towards their passions. You advise management on appropriate discipline for team members who do not meet expectations, but also recognize team members who attain performance goals

• Product and Business Knowledge: You are committed to learning about our products, including technical aspects of products in our core sports, to support your ability to serve our customers. You actively seek out information about new products and business services and incorporate it into your everyday customer service practices

• Warehouse: You process shipments, support physical inventory, and restock the sales floor. You assist with sale prep/breakdown, product transfers, donations, etc. You utilize the spirit of our Ironclad Guarantee and Worn Wear Program and ensure the team does returns/sales accurately for inventory purposes

• Visual: You listen to and support the needs of the store's Visual Team while maintaining our visual store standards for a stronger customer experience by folding, hanging, buffing, steaming, dressing mannequins, stocking the floor etc. while supporting and communicating directives from Visual and store leadership

• Marketing: You participate and encourage team participation in our Retail Marketing Program by helping in event production and execution and bringing forth ideas for engaging your community and networking

• Security and Loss Prevention: You practice and support team members in security measures that help prevent theft and understand how to handle safety situations. You report and resolve concerns quickly to maintain a safe and secure environment while maintaining a clean and organized store

• Inclusion: You are committed to creating a work environment that is supportive, positive, respectful, and free from harassment. You are approachable, responsive, and engage in company directives with a team-based mentality to support the company and personal goals of the team while being open and feedback driven

• Other Duties: You open/close, help with schedule, payroll, staff meetings, and all store operations and connect with departments like IT and Order Management. You ensure accuracy in all POS operations by completing all register and scenario training. You consistently execute all duties of retail team leaders and Customer Experience Guide alongside the team

Who You Are

• You are an environmental activist- You are passionate and connected to your communities, the environment and caring for others. You act locally and inspire your community and coworkers to do the same

• Your customer service is not bound by convention- You focus on building relationships and go beyond treating the needs of customers with kindness and creativity. You offer proactive coaching to continually elevate customer service

• You are strategic and business minded- In conjunction with the District Manager and Assistant Manager, you strategize to meet expense and profit goals. You consider the long-term business trajectory of your store and leverage your team to meet the short-term needs of that vision

• You operate in just and equitable ways- You proactively create a culture of belonging that gives people from all backgrounds, identities, and experience a meaningful voice. You listen and drive an environment of honest communication to ensure all voices are heard and respected

• You value and demonstrate quality in all that you do- You produce work that is of value, complete, and timely while striving for excellence. You assist in creating clear goals and setting a professional tone in the store

• You act with integrity and are action oriented- You are self-driven, and get things done efficiently and effectively. You ensure accountability and follow through on all commitments. You handle concerns timely and ask for help when needed

• You are a lifelong learner and teacher- You positively lead in an atmosphere that can change, demonstrate sound judgment, thrive on solving problems creatively and giving/receiving feedback and love learning. You have an interest in or are eager to learn about our products and services. You are a go to person for relevant company information and are open to change and experimenting

• You drive engagement and actively coach- You have an approachable leadership presence and can prioritize, delegate and coach a team. You value and enjoy team-based ideation and problem solving. You face concerns efficiently and encourage staff engagement

Experience You Bring

• Team Management: Experience managing a team of people and a passion for growing/developing employees, instilling consistent engagement, ensuring accountability, and creating an environment of collaboration

• Retail Management: Proven experience in retai