Major Responsibilities and Essential Functions:
Performance: Partners with Store Managers to drive business results across an assigned district. Analyzes sales trends, customer feedback, staffing needs, piercing performance, and operational metrics to identify opportunities and create action plans that improve store performance. Supports store teams in delivering outstanding customer experiences while achieving sales, piercing, and profitability goals. Conducts regular store visits to observe execution, coach leaders, remove barriers, and reinforce behaviors that support financial success.
Personnel and Leadership Development: Identifies, recruits, develops, and retains top talent across the district. Partners with Store Managers to ensure effective staffing strategies, support recruiting activities, participate in candidate selection, and build succession pipelines. Provides coaching, training, and development to Store Managers, Assistant Store Managers, and team members. Supports onboarding, leadership development, performance management, and talent calibration activities designed to strengthen organizational capability and create a promote-from-within culture.
Operations and Compliance: Evaluates store operations to ensure compliance with company policies, procedures, and operational standards. Responsibilities include monitoring audit results, inventory controls, loss prevention practices, repair management, cash handling, labor utilization, administrative processes, and overall store execution. Identifies operational risks, supports problem resolution, and partners with district leadership to implement sustainable solutions that improve consistency and performance throughout the district.
Customer Experience, Piercing, and Brand Execution: Champions the Banter and Piercing Pagoda customer experience by reinforcing service standards, customer engagement behaviors, and relationship-building practices. Supports the execution of piercing services and partners with store leadership to ensure adherence to all piercing policies, procedures, safety standards, and training requirements. Monitors customer feedback, Net Promoter Score results, Customer Care concerns, and piercing performance metrics to identify opportunities for continuous improvement. Ensures stores consistently execute visual merchandising standards, promotional initiatives, and brand presentation expectations.
Building Relationships: Establishes productive relationships with Store Managers, District Managers, and cross-functional partners. Values diversity, fosters an inclusive culture, and creates an environment where team members feel supported, respected, and developed. Serves as a coach, mentor, and trusted business partner who influences through collaboration and accountability while supporting organizational initiatives and change management efforts.