Service Manager Job Description
Job Title: Service Manager
Department: Front End Operations, Hiring, HR, Ecommerce, Maintenance, and Facility
FLSA Status: Salary - Exempt
Location:
Revision Date:
Position Summary:
The Service Manager is a key member of the store's leadership team, responsible for supporting overall Front End Operations with a focus on front-end, e-commerce performance, and hiring. This exempt-level position reports to the Store Director and/or Assistant Store Director and directly supervises the Front End Manager, Assistant Front End Manager, and E-Commerce personnel. The Service Manager ensures exceptional customer service, effective front-end execution, and alignment with Strack & Van Til's mission, vision, values and standards of excellence.
Reporting Structure:
- Reports to: Store Director and/or Assistant Store Director
- Direct Reports: Front End Manager, Assistant Front End Manager, and E-Commerce personnel.
- Indirect Reports: Full- and part-time associates, support staff, and in-store specialists
Key Responsibilities:
Leadership & Supervision
- Oversees all front-end operations and e-commerce functions to ensure smooth, efficient, and customer-friendly service.
- Directly supervises and develops the Front End Manager, Assistant Front End Manager, and E-Commerce staff.
- Partners with the Store Director and/or Assistant Store Director to ensure department staffing, training, and scheduling meets operational needs.
Customer Experience & Service Standards
- Promotes a culture of excellent customer service by modeling positive interactions, promptly addressing concerns, and ensuring front-end staff are welcoming and professional.
- Works on the sales floor to support customer engagement and maintain visibility.
- Monitors and enforces compliance with customer service protocols, courtesy policies, and appearance standards.
E-Commerce & Checkout Oversight
- Ensures accurate, efficient, and timely execution of online order fulfillment and customer pickups processes.
- Reviews order accuracy, inventory levels, and fulfillment timing to meet customer expectations and drive satisfaction.
- Collaborates with the Front End Manager and e-commerce teams to resolve any fulfillment or product issues.
Operations & Financial Accountability
- Oversees front-end labor and budget management, including labor scheduling, productivity tracking, and shrink control.
- Monitors cash handling procedures, POS system accuracy, and front-end efficiency to protect company assets.
- Supports implementation of company initiatives, promotions, and customer programs at the front end.
Compliance & Safety
- Ensures adherence to all company policies, safety protocols, and operational guidelines across assigned departments.
- Conducts routine audits and walks to ensure cleanliness, safety, and security standards are maintained.
- Leads or supports training on loss prevention, cash handling, and emergency procedures.
Collaboration & Communication
- Partners with other store leaders to ensure alignment across all departments.
- Serves as a point of contact for cross-functional coordination and customer issue resolution.
- Participates in store leadership meetings, communicates updates to front-end and e-commerce teams, and reinforces key priorities.
Financial & Strategic Management
- Drive store performance to meet or exceed sales goals, labor targets, shrink reduction, and gross margin objectives.
- Analyze KPIs and market trends to inform decision-making and improve operational efficiency.
- Support pricing, promotional, and community outreach strategies in collaboration with leadership.
Talent Development & Team Building
- Lead recruitment and onboarding of a diverse and community-representative team.
- Provide coaching, performance feedback, and succession planning to build future leaders.
- Ensure consistent application of training and career development initiatives.
Merchandising & Inventory Management
- Ensure proper execution of merchandising plans, seasonal transitions, and promotions.
- Monitor inventory levels, manage ordering processes, and reduce shrink through effective controls.
- Review competitor pricing and communicate findings to category buyers.
Community Engagement & Brand Representation
- Act as a brand ambassador in the store and local community.
- Represent the store at corporate meetings, company events, training, and special projects.
- Encourage team involvement in company and community events.
Qualifications:
Education & Experience
- High School diploma or equivalent required; additional leadership or customer service training preferred.
- Minimum of 1 year of retail leadership experience, with specific experience in front-end or service-related functions preferred.
- Certified in food safety.
Skills & Competencies
- Strong leadership, interpersonal, and customer service skills.
- Proficiency in managing point-of-sale systems, cash procedures, and scheduling tools.
- Effective communicator and team builder with the ability to resolve conflicts and lead by example.
- Solid understanding of e-commerce workflows, customer expectations, and retail operations.
Work Environment & Physical Requirements:
- Must be able to lift up to 40 pounds occasionally, stand and walk for extended periods, and perform front-end tasks including scanning and bagging.
- Exposure to standard retail and e-commerce environments, including occasional outdoor elements during customer pickups.
Nondisclosure & Confidentiality:
Responsibility
- Access to sensitive operational data including sales performance, labor schedules, and POS activity.
- Authorized to recommend purchases, enforce front-end budgets, and provide feedback on expense control measures.
Strack & Van Til is an Equal Employment Opportunity Employer
We are committed to creating a respectable, inclusive workplace that reflects the communities we serve.