Responsible for leading team of Buff Care Specialists (Assistant Growth & Operations Managers, Supervisors, Production and Guest Services) with responsibilities including administrative (ordering, inventory management, scheduling), HR Responsibilities (including hiring, terminating and feedback and evaluations), key-holder, opening and closing duties.

Guest Services and Marketing

• Model exceptional guest service and ensure teams provide exceptional service to all guests. Resolve complaints or guest issues professionally and promptly. Ensure that every guest enjoys a fun and personally tailored shopping experience.
• Oversee product customization to ensure that guest needs are met.
• Manage in store events, such as Bath Bomb Parties, ensuring they are upbeat, enjoyable, safe and promote the Buff City Soap (BCS) brand and product knowledge.
• Engage with the local community to expand brand awareness, create local product customization partnerships and participate in local charity events.
• Participate in and incorporate BCS corporate sales and marketing promotions to enhance brand awareness and guest engagement.

Production and Operations

• Manage store production, product presentation, cleanliness, maintenance, sanitation and organization. Ensure that store environment and appearance is presentable to guests at all times.
• Manage and track raw materials, finished products and supplies, including the transfer of products and supplies between stores.
• Optimize production to ensure customer demand is met without waste.
• Actively supervise teams producing all soap and bath products. Ensure teams are trained and proficient in making products according to BCS standards.
• Oversee inventory and product placement to maximize product shelf life.

Leadership and Team Building

• Foster a creative, engaging and fun team environment.
• Train teams members in retail operations, guest services and product production to promote their personal and professional growth.
• Utilize the “Lead by Example” platform to assist team members in elevating their performance and capabilities.
• Coach and mentor high performing team members and delegate responsibilities to promote professional development.
• Manage staffing levels to maintain optimal store operational labor requirements and maximum coverage for exceptional guest service.

Management & Reporting

• Develop action plans to drive achievement of BCS sales goals and other metrics.
• Communicate frequently with team members and leadership and encourage team members to contribute ideas to achieve and exceed sales goals.
• Instruct team members to take an entrepreneurial approach to achieving sales goals and earning incentive bonuses.
• Utilize financial reports and analytics to quickly identify and address trends and issues in store performance.
• Manage costs and expenses to budget, communicate resource needs and escalate issues to Growth & Operations Leader and or President and Chief Operating Officer.
• Ensure store adherence to company policies and procedures as well as local, state and federal regulations.
• Report store performance on a daily basis to leadership, including sales, guest service issues and operational or production issues.