Motorclothes Manager in Dimondale, Michigan at MRM Motors Inc.

Customer ServiceTeam Development

Sales ManagementInventory Control & Management

OperationsRetail Environment

Conduct daily huddles for progress on sales goals, tasks to be completed, and urgent communication matters Schedule weekly meetings to review progress towards targets and goals, address policies and procedural issues Provide a scoreboard and use other sales tracking tools to monitor progress to goals and targets and identify possible sales process breakdown at the department and individual associate level Use monthly team meetings to plan for the upcoming month using current month performance and progress toward goals Conduct daily check-ins with team members regarding daily work plans Promote team collaboration within and across all departments, providing support as needed Attend Apparel & Licensing management and dealership meetings as needed

Provide training for all Apparel & Licensing associates and keeps them current on all training requirements Conduct weekly team meetings to discuss policies, train on product knowledge/sales skills/ customer service standardsIdentify developmental areas of associates and provides resources to grow their skills as neededCreate opportunities for associates to succeed Uses an incentive/positive reinforcement approach in developing, praising, and rewarding associates

Implement sound management practices to grow the volume of A&L Sales, maintain a GMROI above 150%, and contribute acceptable levels of gross & net profitDevelop daily, weekly, monthly, and yearly sales goals & objectives for the department and individual associates

Monitor progress towards goals every day and implement strategies to achieve themNet salesAverage Dollar SaleSales per hourUnits per transaction Conversion rates Sales/Average to new bike owners Customer data capture Know and coach to the H-D Sales Process Is positive, enthusiastic and energetic on the sales floor Motivate and use sales strategies and best practices to grow the volume of Apparel & Licensing sales Ensure all frontline associates actively sell to customers and capture customer data Manage customer outreach initiatives to drive traffic Contribute to the development of an Apparel & Licensing marketing and promotions calendar Coordinate promotions with other departments to maximize return on promotions spending Execute store-level marketing promotions and campaigns to sell merchandise Benchmark other retailers to determine “best practice” standards Leverage Harley-Davidson Motor Company programs and tools to market department effectively Provide reports to Dealer Principal or General Manager, as requested Keep current with A&L product, promotions, and programs to assist with development of sales strategies

Set the example for all frontline associates by providing superior customer service to both internal and external customers, including but not limited to:Engage customer immediately in a courteous and friendly mannerCreate value within the customer shopping experienceMaintain quality control for a “sold right the first time” environmentHandle all transactions quickly, courteously, and to the customer’s satisfactionMaintain a first ring pick up of phone callsMaintain a prompt messaging and call back procedure for phone messages and customer inquiriesHandle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate a commitment to premium customer serviceUse a customer first approach in the development of policies and programs that directly impact the customer e.g., department return policiesManage omnichannel customer experiences to ensure the purchase or journey from online to in dealer is seamless for all traditional e-commerce, ISOS, and BOPIS orders

Use GMROI as the primary measure for determining the profitability of the departmentReview all stock orders to ensure a fast-moving balanced inventory of Apparel & Licensing merchandise and coordinate orders with A&L BuyersMonitor quantities of stock to support demand and maintain/improve Key Performance Indicators Communicate as needed and required with A&L Buyer to ensure appropriate stock levels, top sellers, slow movers, etc.Use consistent practices to keep a high level of inventory accuracy Is familiar and efficient with all phases of the computer system required for A&L inventory management Keep stock and backroom areas clean, organized, and efficient Count inventory either annually or on a regular ongoing schedule to insure accuracy Maintain processes, policies, and action regarding associates and customer theft to minimize shrink wherever possible Use exceptional customer service and floor coverage as the number one deterrent to theft Follow the markdown strategy set forth by the Apparel & Licensing departmentKeep non-moving inventory to an acceptable level as determined by the department or dealership

Adhere to the HDMC and dealership presentation and visual merchandising guidelines, making effective use of:Floor Fixtures (specialty and workhorse)Perimeter Wall SystemsFeature areasVisual ToolsPOP kits and seasonal retail success guidesCreate visual displays that follow the seasonal delivery of product and promotions (i.e. holiday display themes, fashion shows, special events, etc.) and coordinate them with other departmentsMaintain daily housekeeping, ensuring associates keep the retail environment in clean, well dusted, and appealing to customersUse merchandising as a primary strategy to create a premium shopping experience for customers and a functional sales tool for associatesCreate clear and easy to identify departments (men’s, women’s, riding gear, t-shirts, gifts & collectibles) and product categoriesRotate product regularly to engage all customers; use visual displays strategically to drive traffic and encourage multiple item salesCreate logical adjacencies of departments, product categories, and products that inspire traffic flow throughout the department and dealership to encourage add-ons and impulse purchases