Job Description

Responsive recruiter Do you love animals and working with people? Join the fun, caring, friendly, and energetic team at the Santa Barbara Zoo in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation!

This is a regular, full time, non exempt position
Compensation: $26.20 - $27.30 DOE Schedule/Time Commitment: 5 days a week /7:30 am -7:30 pm / Monday – Sunday

Under the general direction of the Director of Retail Operations, the Retail Supervisor is responsible for the overall sales, guest experience, and visual merchandising for all Retail locations throughout the Zoo. The Retail Supervisor supervises and motivates the Retail Leads and Retail Ambassadors, providing inspiration to drive sales and exceed guest experience expectations through coaching, providing effective feedback, and recognizing and rewarding accomplishments. The Retail Supervisor promotes a fun and positive work environment that fosters open communication, encourages teamwork, and inspires an excellent guest experience.

ESSENTIAL DUTIES include the following:

Daily Operations

• Manages day-to-day operations at all Zoo retail outlets at the main gift store, the fudge store, the Train Store, and any pop-up retail opportunities at special Zoo events.
• Acts as the floor supervisor, taking responsibility for all retail store operations, working collaboratively with the Retail Department’s leads and front-line staff, delegating work whenever possible, and filling in for staff as needed.
• Manages visual merchandising standards set out by DRO to ensure a ‘grand opening’ look and feel to our guests every day and throughout the day.
• Working with DRO, analyzes staffing needs and prepares staff schedule online in WhenToWork.
• Communicates with the entire team via email, text, through WhenToWork, as well as printing out important information and posting it in the stock room.
• Plans the Daily Schedule in Google Docs for the main store and the train store and prints a copy every morning to go out on the floor.
• Provides staff training on specific roles and positions.
• Is knowledgeable and proficient in the Zoo’s point-of-sale (POS) system in order to accurately and efficiently process guests’ transactions in compliance with Zoo policies; Ensures accurate processing of sales, rentals, returns, gift certificates, special orders, memberships, etc., and is able to troubleshoot basic issues
• Utilizes Zoo’s business reporting tools and analyzes data to drive stores’ sales to meet or exceed budget goals.
• Manages the rental of strollers, wagons, wheelchairs, etc., assuring cleanliness, maintenance, and safety. Checks for online ECV reservations every morning.
• Recommends the purchases of supplies and equipment and routinely ensures their proper maintenance.
• Working with the Retail Stock Coordinator, ensures all inventory is properly price-tagged and stocked for sale
• Working with the Director of Retail, runs and analyzes sales and inventory history reports, suggests inventory to be reordered, and helps with purchase writing when needed.
• Works with Marketing, Advancement, and Guest Services to assist with Special and Private Events.
• Other duties as assigned by the Director of Retail Operations

Guest Relations

• Models greeting every guest with a smile within 10 feet and verbally within 5 feet
• Exhibits an outgoing, positive, enthusiastic, “can-do/guest-first” approach with all guests, as well as co-workers
• Models and ensures a high-quality guest experience across all Zoo operations related to Retail and collaborates with other departments in creating and maintaining the “Guest Experience”
• Inspires guests as well as staff about our unique product offerings through product knowledge, stories, and demos
• Trains front-line staff in customer service and conflict resolution. Collaborates with other departments in creating and maintaining the “Guest Experience”
• Handles visitor complaints, problems, inquiries, and accident reports according to Zoo guest relations procedures
• Resolves guest experience-related issues using good business judgment and elevating, as needed, to the Director of Retail Operations
• Makes guest recovery efforts, with the assistance of the Director of Retail Operations, when necessary
• Thanks guests for supporting the Zoo with their purchase and visit

Staff Management and Development

• Ensures all employees are familiar with and understand our Mission, Core Values, and Hedgehog
• Practices and exemplifies core values, policies, and procedures and ensures compliance of all employees with established Zoo standards
• Working with the Director of Retail Operations, actively interviews, recruits, hires, trains, and schedules for all open positions in Retail
• Communicates to the team daily sales goals and coaches in-the-moment performance and upsell opportunities to achieve these goals
• Demonstrates, models, and coaches staff in consistent selling behaviors that inspire our guests towards a greater connection with our products and our mission
• Coaches to reinforce positive behavior, challenge negative behavior, and motivate the team to work together to achieve goals
• Shares critical information, best practices, and procedures on a consistent basis with leads and front-line staff in-the-moment and through meetings
• Ensures compliance of employees with established security, sales, and recordkeeping procedures and practices
• Working with the Director of Retail Operations, ensures staff development for future supervisory needs, including administration of the 30/60/90-day and annual performance appraisal process
• Working with the Director of Retail Operations, develops and implements individual development plans for leads within the Retail team
• Working with the Director of Retail Operations, performs evaluations for leads and front-line within the Retail team
• Provides staff coaching, support, and feedback on a regular basis
• Responds to staff questions and concerns in a timely fashion
• Administers and enforces safety training and protocols as set forth by the Director of Safety and Security
• Oversees policy compliance of Retail staff regarding quality of guest service, cash handling, standard operating procedures, and safety compliance
• In collaboration with the Director of Retail Operations and/or the Director of Human Resources, manages disciplinary issues, recommending the termination of employees when necessary

Visual Merchandising

• Working with the Director of Retail Operations, creates and maintains a consistent and visually appealing store presentation, including signage, lighting, and sampling, where appropriate. The “central displays” of each store must represent a great first impression that entices our guests to come into our stores
• Ensures our stores are “closing to open” each evening and that, throughout the day, a clear and defined floor zoning and management occurs to maintain visual/merchandising standards, all the while providing a great guest experience

Organization

• Fosters positive relationships with other supervisors/leads in and across Zoo departments
• Participates on teams, circles and committees to explore solutions to various challenges and opportunitiesAnswers phone calls, voice mail, e-mail, and texts promptly·
• Adheres to and enforces Zoo’s policies & procedures and dress code, as outlined in the Employee Policy Manual
• Ensures the Zoo’s presentation standards for cleanliness and maintenance are met by keeping work areas clean, picking up trash, reporting unsafe or unsightly conditionsApplies and exemplifies “green” (sustainable) practices recycling, reusing, or minimizing use as much as possible
• With the Director of Retail Operations, assists in scheduling bi-weekly meetings with the retail leads
• Attends all monthly All Staff meetings

POSITION CRITERIA:To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements and environmental characteristics described below are representative of the knowledge, skill, ability, and working and physical elements required of the position. Reasonable accommodations may be made to enable individuals with disabilities to perform essential functions. Education and Experience:

• BSc/BA in business administration, or relevant field, preferred
• Directly related retail experience may be substituted for a degree
• Minimum 3 years customer service experience, preferably in the retail industry
• Minimum 1 year in a management or supervisory role
• Operational proficiency with POS systems, inventory management, and cash handling
• At least 21 years of age

License, Certification, or Preferred Qualifications:

• Ability to get CPR and First Aid certified
• Ability to get Forklift certified.
• Must pass a DOJ Live Scan background check
• Ability to converse in Spanish is a plus

Knowledge, Skills, Abilities:

• Understanding of and experience with opening/closing procedures, merchandising and inventory checks.
• Ability to take responsibility for every aspect of the Retail Store Operations
• Effective supervisory and communication skills and ability to build and interact with a team
• Ability to maintain a supportive and open work environment
• Ability to remain calm and composed in times of emergency and stress, and to make sound decisions quickly
• Visual merchandising talent for current trends, color, and inspiration
• Solid time management, organizational skills, and focus on ability to prioritize and multi-task with attention to detail
• Strong oral and written communication skills
• Strong analytical capabilities as well as “common sense”
• Ability to exercise discretion and independent judgment
• Proven ability to handle difficult customers and resolve team conflicts
• Experience training or guiding team members
• Accurate cash handling such as making change and counting banks
• Computer literate with working knowledge of MS Office and ability to learn POS and inventory software
• Required to work a flexible schedule to meet the needs of the business, which will require some evening, weekend, and holiday shifts

Physical Demands & Work Environment

• Physical demands are in excess of those for sedentary work
• Must be able to participate in operational practices including the ability to lift 50 lbs. occasionally, and 20 lbs. frequently. Ability to climb stairs or ladders, manipulate tools, and stand/walk for at least three continuous hours
• Ability to kneel, crouch, and reach
• Ability to have close visual acuity to perform activities such as: preparing and analyzing data and figures; viewing a computer terminal; reading
• Ability to work successfully in a shared work environment with various interruptions
• Ability to drive an electric cart
• Ability to negotiate the Zoo work environment including behind-the-scenes, lawns, gravel, and hilltop
• May involve working out-of-doors in all weather conditions

Tools Used:

• Cash register/computer Point-of-Sale and inventory system
• Standard office equipment: telephone, copier, printer, fax machine
• Computer and software: MS Office and Google’s Chrome browser
• Forklift
• Electric cart
• Two-way radio
• Price gun
• Tagging gun
• Scissors and box cutter

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The Zoo reserves the right to revise this job description at any time. The job description does not constitute a contract for employment, and does not guarantee employment for any specified period of time. The job description does not in any way alter the at-will employment relationship.

The Santa Barbara Zoo is unable to sponsor applicants for work visas.
Compensation: $26.20 - $27.30 per hour

We are an equal opportunity employer and all qualified applicants will receive
consideration for employment without regard to race, color, religion, sex,
national origin, disability status, protected veteran status, or any other
characteristic protected by law.

Do you love animals and working with people? Join the fun, caring, friendly, and energetic team at the Santa Barbara Zoo in our mission of preservation, conservation, and enhancement of the natural world and its living treasures through education, research, and recreation.

Once you apply, please make sure to check your spam folder if you do not see an email response from the Zoo.
The Santa Barbara Zoo is a private 501(c)(3) nonprofit corporation and is a fully accredited member of the Association of Zoos and Aquariums. Known as one of the world’s most beautiful zoos, it is located on 30 acres of lush botanic gardens overlooking the Pacific Ocean. It is home to more than 146 animal species living in open, naturalistic habitats. Our wonderful collaborative team includes up to 220 employees and 50 volunteers.