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The Retail Manager will organize and supervise the retail function at concerts and events held at Abbotsford Centre. The position will require close liaison with tour, merchandise, on site event managers and our part-time retail staff. The successful candidate will oversee concerts from initial tour contact right through to running the event, financial settlement and follow up after the event as needed. This role will work closely with all front-line event staff and event departments, while overseeing a department of approximately 40 front-line event staff.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

(Other duties may be assigned as required)

  • Supervise part-time Supervisors and Retail staff for hockey events and delegating responsibilities accordingly

  • Act as the main contact for games with regards to merchandise logistics, and tracking

  • Implement and develop store audit reports on a quarterly basis to maintain consistency and a superior level of service and store presentation.

  • Implement loss prevention techniques to decrease shrinkage in the store and kiosks. Works with security on preventative measures

  • Review and analyze store performance and set goals for improvement and growth.

  • Maintain and Develop Game Worn, Equipment and Memorabilia program

  • Work with Senior Purchasing Manager in executing visual guidelines/standards and communicate expectations to retail team

  • Develop seasonal sales contests and incentive programs for retail team as well as work with vendors on product giveaways and contests.

  • Manage Equipment, Memorabilia and Game Worn program

  • Liaise with front line staff to ensure best-in-class fan service

  • Develop procedures and initiatives to enable the highest level of customer service to fans and guests of Rogers Arena

  • Establish and maintain positive relationships with all operational departments and partner organizations to maintain a consistent approach to fan experience across the company and increase customer service levels at all touch points within Rogers Arena

  • Oversee communication and guest relationship management to create superior value through a quality guest experience, while ensuring effective follow up and handling of all guest complaints

  • Proactively initiate review of existing guest service processes and procedures and recommend ongoing improvements

  • Guide and coach front line staff on delivery of fan experience programs and initiatives

REQUIRED EXPERIENCE AND QUALIFICATIONS:

  • Diploma or Degree in related discipline (e.g. Business, Marketing & Sales)

  • A minimum 5 years’ retail management in a multi store capacity as a District Manager or equivalent

  • Excellent knowledge of retail industry, with a sporting goods background preferred

  • Solid computer skills and knowledge of POS systems (inventory management systems)

  • Sales driven and detailed orientated

  • Completion of post-secondary courses in business or event management

  • Must be able to work a flexible schedule (evenings and weekends) and extended hours as needed.

  • A proven ability to lead, manage and motivate a staff of up to 50.

  • Strong ability to multitask and adapts well to change.

  • Exceptional cash handling skills and an ability to problem solve if discrepancies occur.

  • Proficient with Excel spreadsheets

  • Excellent communication, customer service, and problem-solving skills.

Vancouver, and its neighbouring city Abbotsford, are two of the most diverse cities in the world and Canucks Sports & Entertainment strives to create a workforce that is inclusive, equitable, and represents our beautiful, unique community. We value unique perspectives, ideas, and creativity that support a diverse, inclusive, respectful, collaborative, and fun work environment. Canucks Sports & Entertainment is committed to building and supporting a diverse team.

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