Reporting to the Executive Director of Retail, the Manager, Retail Experience in partnership with Manager, Retail Operations is responsible for the management of all team store locations operated by the Washington Nationals including our main team store which is open year round. You will be accountable for the end-to-end performance of all stores, leading a team of engaged retail associates to deliver a best-in-class experience for our guests. You will be responsible for store operations and metrics that include sales, labor, guest satisfaction, productivity, merchandising and safety, among others. You will play a vital role in maintaining a vibrant store culture based on guest satisfaction, trust, respect, continuous learning, safety, and fun. Our Manager, Retail Experience is a skilled operator who is also comfortable with ambiguity and is experienced in leading large teams to deliver exceptional results. The Manager, Retail Experience demonstrates a strong work ethic, excellent ownership, the ability to meet deadlines, a willingness to learn new things, and a commitment to the guest and employee experience.

Essential Duties and Responsibilities:

  • Partner with Retail Operations Manager to ensure store staffing needs are meet. Ensure we are recruiting, selecting, and training a best in class team.

  • Partner with Retail Operations Manager to manage a team of up to 100 retail associates. Provide coaching, counseling, and discipline to the retail associates as needed.

  • Communicate values, strategies, and objectives

  • Hold staff accountable, monitor and appraise job results; develop a climate for offering information and opinions and providing educational opportunities.

  • Motivate staff to provide the ultimate guest experience, promote exceptional internal/external customer service, and promote a fun customer oriented culture.

  • Set clear objectives and expectations by coaching team members on store processes, merchandise placement and standards.

  • Maximize all revenue by driving an exceptional customer experience, maintaining restock levels, merchandising, and more to achieve daily sales goals.

  • Partner with Retail Operations Manager on scheduling, staffing and hiring needs.

  • Oversee the planogram and merchandising process in all team store locations from planning to execution.

  • Maintain merchandising standards for all team store locations – ensure merchandise is correctly labeled and displayed, routinely stocked, and arranged on shelves at all times.

  • Maintain excellent communication with buying team to ensure that correct product mix aligns to what was purchased, sold and sales reports.

  • Facilitate the sharing of product knowledge, current trends, visual priorities and brand messaging through daily meetings with the team.

  • Communicate effectively to all levels within Nationals organization.

  • Routinely respond to customer e-mails and customer online form submissions.

  • Other duties as assigned.


Minimum Education and Experience Requirements

  • At least 2 years’ experience working in Retail Management.

  • Previous cash handling experience required

  • Experience with Teamwork Commerce preferred

Knowledge, Skills, and Abilities necessary to perform essential functions.

  • Strong verbal and written communication skills – ability to communicate with staff and prepare written reports.

  • Strong time management and organizational skills; ability to direct the work activities of several associates simultaneously and plan ahead.

  • Ability to manage supervisory level associates and entry level retail associates.

  • Ability to problem solve situations with internal and external customers.

  • Excellent guest service skills; ability to adhere to The Washington Nationals customer service standards.

  • Ability to handle multiple tasks simultaneously in fast-paced environment.

  • Uphold Core Values: Excellence, Performance, and Accountability. These core values set the tone in everything we do, help us succeed on and off the field, make a difference in the community and provide the best guest experience in sports. It is important that the person in the position commits themselves to these core values so that we can constantly move forward in the same direction – Together.

Physical/Environmental Requirements

  • Office: Working conditions are normal for an office environment. Position requires weekend and/or evening work.

  • Gameday: Job requires employee to function in a high activity and heavily crowded outdoor professional sports venue. May work at heights. Employee will be exposed to inclement weather of varying degrees. While performing the duties of this job, the employee is regularly required to stand for long periods of time, walk long distances, and climb up/down stairs. The employee is required to stoop, kneel, crouch, or sit and must lift and/or move up to 45 pounds.

All applicants for employment at the Washington Nationals are required to be fully vaccinated against COVID-19 prior to commencing employment. Applicants who receive a conditional offer of employment will be required to produce proof of vaccination status prior to their first day of employment. Applicants with qualifying disabilities or bona fide religious objections may be exempted from this requirement or otherwise accommodated if they are unable to be vaccinated.