Optical Manager

Salary: N/A / Yearly	Location: Auburn, NY
Type: Full-Time	Postal Code: 13021

Optical Manager

Sears: Optical Manager
Sears has been a brand name since the 90s " the 1890s that is! The secret ingredients of success at Sears Optical are associates who are energetic and competitive with great communication skills! Sears Optical has a deep understanding of customers’ needs. With 975 Sears Optical locations across North America, our team members are in major cities across North America!

Summary of Essential Functions:

The major responsibility of the Optical Manager is to drive profitable sales growth through the delivery of outstanding customer service. This must be accomplished through development of a positive and productive retail selling environment and utilization of the Sears Branded Customer Experience. Additionally, Optical Mangers need to develop and maintain outstanding associate/doctor satisfaction and retention.

The essential functions, expected outcomes and results of this position include the following:
· Drive profitable store sales by fostering a customer focused retail selling culture through effective implementation of Branded Customer Experience steps. Results are measured by:
o Attainment of plan sales goal and comp store sales growth
o Positive comp store contribution (year-on-year improvement)
o Achieve KPI goals (Such as A$C, EPK, AR, and MP)
o Manage payroll cost effectively, in accordance with Company standards
o Manage gross margin, in accordance with Company standards

· Personally delivers and promotes a retail sales environment that maximizes one-on-one customer interaction
o Effectively train and develop associates to focus on sales and customer service by ensuring all associates are utilizing the defined steps of the Branded Customer Experience during Pre-Sale Interactions, Primary Consulting Process, and Post Sale Interactions to maximize customer service.
o Understand and model the Sears Optical Customer Service Philosophy.
o Develop team of administratively skilled associates that provide support on daily operational tasks allowing the OM to focus on sales, customer service, and associate development.

· Develops professional business relationships with Doctors and Host Store as measured by:
o Quality exams as indicated by exceptional customer satisfaction
o Number of repeat customers/customer retention
o Coverage/quality of hours
o Implementation of retail-selling initiatives to increase number or exams and conversion of exams to sales.
o Business planning and business updates

· Held accountable for the recruitment, training, development, motivation and retention of high performing Associates, as measured by:
o Selection of personnel who demonstrate Branded Customer Service behaviors
o Effective associate On Boarding
o Utilization of effective daily practice and role-playing
o Productivity (sales/hour, transaction)
o Employee satisfaction through two-way communication
o Bench strength (reflected by development, utilization, and accuracy of Manpower Planning Process, proactive networking, recruiting and productive turnover
o Customer satisfaction

· Ensure each store is effectively merchandised and presented according to standards as measured by:
o Execution of planogram
o Execution of visual appearance inside and outside of store (i.e., signage)
o Maintenance of overall standards (i.e. cleanliness, housekeeping)
o Associates exhibit professional presentation (ie, attire) in accordance with Host and Company standards


· Ensure high quality through customer follow-up, accurate measurements, correct pricing, POS entry, and realistic service delivery time quote as measured by:
o Ready when promised
o LP Top 100 audit action and follow-up
o Remake and return percent as compared to Company average
o Calls to customers to follow-up on purchases

· Maximize Managed Vision Care relationships and sales opportunities as measured by:
Effective plan administration and local service
o Improvements in average transaction
o Locally initiated plans

· Timely implementation of approved Marketing programs as measured by:
o Execution of local and national marketing programs and initiatives
o Execution of Company standards for signage, promotions and creation of Host awareness


· Execution of operational procedures:
o Safety (security system, safety information posted, fire extinguishers, door locks)
o Maintenance as measured by proper housekeeping, carpet, store front windows, proper lighting, and store safety (safety information posted, fire extinguishers and door locks)

Position requirements include:
· Proven track record of sales growth through sales skills and accountability for sales results.
· Ability to facilitate, train (through practice and role-play), coach, and develop excellent, results-oriented, customer-oriented, retail/sales-oriented associates/teams.
· Demonstrated ability to deliver outstanding customer service during direct interaction with customers.
· Ability to recruit and select associates and doctors.
· Proven experience and results with a retail or customer service establishment.
· Ability to present and implement decisive and creative solutions to issues/opportunities to grow the business.
· Ability to provide enthusiastic and concise communication to meet/exceed customer expectations as well as foster positive and results-oriented associate and doctor relationships.
· Success in store merchandising and attention to detail.
· Ability to manage priorities through adaptability, willingness to take calculated risks, and follow-up.
· Abilities to multi-task and delegate to maximize customer interaction.
· Bachelor's degree or comparable experience in retail operations.
· Computer experience preferred.

The incumbent or successful candidate must meet the position requirements above in order to perform the essential functions of this position and achieve the outcomes/results indicated in this position description. The Company will make every effort to make reasonable accommodations upon request to enable qualified individuals with known disabilities to perform the essential functions of their job.

Sears Optical also offers a comprehensive benefits package and a great retail environment!

EOE

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