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Service Manager - St. John

Town & Country Market

Saint John, IN

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JOB DETAILS
SKILLS
Auditing, Budget Management, Budgeting, Career Development, Coaching, Communication Skills, Cross-Functional, Customer Experience, Customer Service Management, Customer Support/Service, Emergency Procedures, Exceeded Sales Goal, Financial Strategy, Food Safety, Gross Margin, High School Diploma, Interpersonal Skills, Inventory Levels, Inventory Management, Leadership, Lift/Move 40 Pounds, Loss Prevention, Maintain Compliance, Management Strategy, Market Analysis, Market Trend Analysis, Merchandising, Non-Disclosures, Onboarding, Operational Improvement, Operational Strategy, Operations Guidelines, Order Management, Order/Customer Fulfillment, Performance Metrics, Physical Demands, Point of Sale (POS) Systems, Pricing, Problem Solving Skills, Process Management, Promotional Programs, Retail, Retail Operations, Safety Compliance, Safety Standards, Safety/Work Safety, Sales, Sales Support, Succession Planning, Talent Management, Team Building, Time Management, User Interface/Experience (UI/UX), eCommerce, eCommerce Standards
LOCATION
Saint John, IN
POSTED
3 days ago
Service Manager Job DescriptionJob Title: Service ManagerDepartment: Front End Operations, Hiring, HR, Ecommerce, Maintenance, and FacilityFLSA Status: Salary - ExemptLocation:Revision Date:Position Summary:The Service Manager is a key member of the store's leadership team, responsiblefor 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 specialistsKey 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 EmployerWe are committed to creating a respectable, inclusive workplace that reflects the communities we serve.

About the Company

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Town & Country Market