Merchandise Warehouse Manager

Summary:

The Warehouse Manager is responsible for overseeing all merchandise fulfillment, inventory control, and online retail operations for the Buffalo Sabres. This role ensures efficient warehouse management, seamless e-commerce execution, and a high-quality consumer experience for fans purchasing team merchandise both online and in-arena. This position bridges logistics and digital retail, playing a key role in driving revenue, maintaining inventory accuracy, and supporting the overall brand experience.

Duties & Responsibilities:

• Warehouse Operations

• Manage daily warehouse operations including receiving, distributing, transferring, storage, picking, packing and shipping of merchandise.

• Maintain accurate inventory levels through regular cycle counts and audits.

• Optimize warehouse layout and processes for efficiency and scalability.

• Oversee inbound shipments from vendors and coordinate distribution to retail locations.

• Ensure compliance with safety standards and operational best practices.

• E-Commerce Management

• Oversee all aspects of the team's online merchandise store, including product listings, pricing and promotions.

• Monitor website performance, conversion rates, and customer behavior to drive sales growth.

• Coordinate product launches, special promotions and game-day campaigns.

• Ensure accurate product descriptions, images and inventory synchronization across systems.

• Order Fulfillment & Customer Experience

• Ensure timely and accurate order fulfillment for all online purchases.

• Develop and maintain shipping workflows to meet delivery expectations.

• Handle escalated customer service issues related to orders, returns and exchanges.

• Implement improvements to enhance customer satisfaction and retention.

• Team Leadership

• Recruit, train and manage warehouse and fulfillment staff.

• Create schedules and manage labor to meet seasonal demand fluctuations (ex. hockey season, playoffs, holidays).

• Foster a culture of accountability, efficiency and teamwork.

• Reporting & Analysis

• Track JPIs such as order accuracy, fulfillment times, inventory turnover and online sales performance.

• Generate reports and insights to inform purchasing decisions and operational improvements.

• Manage budgets related to warehouse operations and shipping costs.

• Work with Director of Merchandise and legal and finance departments regularly to ensure compliance and regulations related to e-commerce.

• Maintains high level of confidentiality and professionalism.

• Other duties as assigned or required.

Minimum Qualifications for the Position:

• Bachelor's degree in Supply Chain Management, Business, E-Commerce, or related field (or equivalent experience).
• 3-5+ years of experience in warehouse operations, e-commerce management or retail logistics; experience in sports merchandising or licensed apparel preferred.
• Experience with inventory management systems and e-commerce platforms (ex. Shopify, Magneto, or similar).
• Familiarity with ERP systems and fulfillment software, preferred.
• Knowledge of NHL merchandise operations and fan engagement trends, preferred.
• Strong organizational and problem-solving skills.
• Strong written and verbal communication skills, detail oriented, and ability to manage multiple projects at once adhering to deadlines.
• Ability to work non-traditional hours including nights, weekends, and holidays.

Critical Competencies:

• Adaptability

• The ability to keep functioning effectively when under pressure and/or experiencing rapidly changing or uncertain conditions, and to maintain self-control in the face of hostility or provocation.

• Attention to Communication

• Ensuring that information is passed onto others who should be kept informed

• Customer Orientation

• Demonstrated concern for satisfying one's external and/or internal customers

• Flexibility

• Openness to different and new ways of doing things; willingness to modify one's preferred way of doing things

• Initiative

• Identifying what needs to be done and doing it before being asked to or required by the situation.

• Managing Performance

• Taking responsibility for one's own or one's employees' performance, by setting clear goals and expectations, tracking progress against the goals, ensuring feedback, and addressing performance problems and issues promptly.

• Personal Accountability

• Takes responsibility for the results and future direction of the organization.

• Personal Credibility

• Demonstrated concern that one be perceived as responsible, reliable and trustworthy.

• Results Orientation

• Focusing on the desired end result of one's own or one's units work; setting challenging goals, focusing effort on the goals, and meeting or exceeding them.

• Thoroughness

• Ensuring that one's own and other's work and information are complete and accurate; careful preparation for meetings and presentations; following up with others to ensure that agreements and commitments have been fulfilled.

Work Environment & Physical Demands:

• This role operations in both an office setting and in a live events setting. Live event coverage does consist of being around loud stadium noises and crowds.
• While performing job duties, the employee is regularly required to stand, sit, walk, run, reach, kneel, and crouch. Specific vision abilities required by this job include close and focused vision. Candidate must be able to lift and move boxes and merchandise of 50lbs.

Compensation:

This role will pay an annual salary of $62,353.20 - $68,000. Note: Wages will be determined based on factors such as candidate experience, qualifications, skill set and internal equity.

Benefits & Incentives:

• Medical Plans: Comprehensive and affordable medical plans; supplemental vision care, dental care, life insurance coverage, fully paid, short and long-term disability and life insurance coverage.
• Investments: 401(k) with employer matching; annual discretionary defined employer contributions
• Paid Time Off: Generous paid time off including vacation, sick, volunteer time and diversity awareness days
• Sabres Experience: (up to 4) Comp tickets to Buffalo Sabres, Buffalo Bandits, Rochester Americans when available
• Wellness: Annual Health & Wellness fair, monthly wellness initiatives including but not limited to lunch & learns, fitness classes and challenges.
• Sabres Family: many annual social events for employees and their families to enjoy, including various holiday parties and activities. DEI committee with annual initiatives, ERG (Employee Resource Groups), Community Volunteer opportunities and more.

Hockey Western New York, LLC is an Equal Opportunity Employer

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