To be considered, a cover letter and resume are required. The cover letter must be the leading page of your resume and should:
Specifically outline the reasons for your interest in the position and
Outline your particular skills and experience that directly relate to this position.
Starting salary will vary depending upon the qualifications and experience of the selected candidate.
The Information and Technology Services (ITS) organization has an exciting opportunity to employ a Retail Sales Manager for the Computer Showcase, a sales and technology support business servicing Students, Faculty, Staff and Departments of the University of Michigan. Our selected candidate will serve as the face of customer service and will be expected to identify and implement opportunities to improve processes to better serve customers while streamlining operations.
Reporting to the Consumer Tech Program Manager, the Retail Sales Manager will also be responsible for:
Creating a team that is capable of delivering world class customer service to the campus community
Supervising staff responsible for the daily operations related to the retail stores
Front of house business operations related to customer service, cashiering operations, shipping, delivery, training, etc.
This position requires a highly qualified and experienced individual who can work collaboratively with various University partners and stakeholders. Exceptional supervision and customer service skills that will provide staff and the University community the strong leadership and communication necessary to implement world class customer service effectively are also required.
For more information about Information and Technology Services (ITS), please visit http://www.its.umich.edu/ and to learn more about the Computer Showcase, please visit http://computershowcase.umich.edu
While not limited to the items below, the key responsibilities of the Computer Showcase Retail Sales Manager include:
OPERATIONAL MANAGEMENT (60%)
Leader of the sales team and retail store; responsibilities include cashiering, inventory control, asset protection, customer service escalations and training
Responsible for shipping and on-campus delivery services which managing shipping vendor relations, supervising delivery staff, facilitating support of delivery vehicles and other related logistics
Accountable for store merchandising and overall look and feel of demos, products, displays, fixtures and other aspects of the customer experience
Serves as a key member of the Computer Showcase leadership team
Leads continuous improvement efforts and executes strategic plan for the Computer Showcase
Has accountability to handle and to approve exceptions, escalations and reviewing process to determine if a problem needs to be addressed differently to solve a situation; prioritizing/triaging work, taking into consideration skills required and estimated time to complete tasks; develops, implements and ensures that processes, procedures and standards are followed.
Responsible to create, review and follow up on processes to enhance the customer experience; identify gaps or problems, then work to resolve the issue, direct work or escalate
Establish parameters for and monitors work quality and performance metrics; conducts root cause analysis to identify systemic issues and prevent future incidents
Actively monitor and manage expenses to ensure all budget targets are met including payroll and supplies; work with teams to ensure shrink and gross margin targets are hit
Meet regularly, and as needed, with the Consumer Tech Program Manager to discuss, strategize and implement changes for future enhancements, production support and inventory process breakdowns and achievements
STAFF SUPERVISION and DEVELOPMENT (20%)
Responsible for management, development and supervision of staff which includes recruitment and selection of high caliber people from diverse cultures, backgrounds and experiences. Manages new hire both on- and off-boarding activities such as providing orientation to work and teams, security access, communication, provide equipment and available resources to begin assignment; responsible for the performance management activities such as goal setting, annual performance evaluation, recognition and career development; address staff concerns, complaints, grievances and performance issues timely and when necessary; provide coaching, training, planning and scheduling functions ensuring productivity and efficiency of work
Stay current with advances in relevant technologies and process methodologies; responsible for maintaining and sharing knowledge of policies and procedures, hardware, software and technical services which may include on-the-job training, attending courses or conferences, reading, research and testing
Demonstrate effective staff development, communication skills and leadership skills as evident by: mentoring staff; providing accurate, specific and timely feedback; providing financial and non-financial recognition consistent with the organization’s compensation philosophy; identifying and approving training; and, sharing knowledge and expertise, resulting in staff that has a clear understanding of expectations and performance, recognition for contributions and opportunities for skill and career growth
Demonstrate skill development by actively participating in professional growth opportunities for continuous development and improvement and applying new skill and knowledge to the job as evident by the ability to efficiently and effectively perform assigned duties, resulting in meeting or exceeding customer expectations and performance metrics
SERVICE IMPROVEMENTS (10%)
Lead the refinement of Computer Showcase operations for more efficient processes and procedure; identify when established procedures are not working well and recognize gaps in processes; look for opportunities to automate and create efficiencies in production support and make recommendations for improvements
Identify areas of service improvements and potential future enhancements based on customer and employee requests and feedback
Actively coordinate and collaborate with team members and support teams to understand, propose and implement service improvement requests and opportunities; assist with analysis, planning, testing and implementation of solutions; define and conduct tracking and trend analysis to improve depot service quality metrics
PROJECT MANAGEMENT (10%)
Lead and manage the execution of reporting staff to align appropriately to the project; develop implementation plans and timelines of projects, provide status reports, exchange relevant information with management and project teams and meet timelines; provide accurate time estimates for tasks, identify impacted teams and notify management of potential risks and issues
While not limited to the following, in this role our successful candidate will be expected to demonstrate the following organizational competencies:
DEVELOPMENT of SELF and OTHERS
Demonstrates the initiative in developing self and contributing to the development of others, providing mentoring opportunities, sharing knowledge and expertise gained from work experience and professional development opportunities, identifying/creating development opportunities and striving to be in the forefront of the profession
Demonstrates experience with giving and receiving accurate, specific and regular feedback to improve
Recruits and selects high caliber people of diverse cultures, backgrounds and experience from both inside and outside of the organization
LEADERSHIP / ACHIEVEMENT ORIENTATION
Demonstrates behaviors aligned with the values and ethics of the organization and profession
Experience delegating and empowering others while creating a culture in which people excel
Experience organizing others by identifying resources needed to accomplish the goal, assigning and prioritizing tasks, understanding the functions and interrelationships of the work area, scoping out length and orchestrating multiple activities to accomplish a goal; sets and measures performance against goals and evaluates results; keeps detailed records of others’ activities; ensures the quality of others work; recognizes the achievement and contributions of others
Demonstrates the ability to develop specific action plans, achieves deadlines or milestones, accepts accountability for mistakes, takes corrective action, resolves team conflicts with finesse and, gets involved when achievement of a milestone or goal is at risk
Demonstrates the ability to work independently, responds quickly in a crisis, builds rapport and credibility with others and assumes a broad range of responsibility
Demonstrates the ability to lead the organization in meeting expectations for exemplary customer service; develops and tracks measures of customer satisfaction, models customer service behaviors and attitudes and trains employees on customer service techniques
Demonstrates an ability to establish and maintain effective relationships with internal and external customers, sees issues from the customer’s point of view, maintains clear communication with customers regarding mutual expectations and sets standards and states priorities for resolving customer issues
Direct experience with assessing and responding with urgency to customer requests, provides accurate information to customers; takes personal responsibility for resolving customer issues
A Bachelor's degree in a related field and/or the equivalent combination of education, certification and experience
A minimum of six (6) years of retail leadership or a related role requiring timeliness, organization, prioritization, troubleshooting and working independently to successfully achieve results
A minimum of two (2) years of management or supervisory experience to include recruiting, mentoring, career development and performance management, leadership and/or team building
Proficiency with retail sales best practices and processes
Demonstrated proficiency with current computer technology and applications such as productivity apps and Google apps, etc.
Proven ability to lead project teams to meet customer expectations
Demonstrated successful experience with retail operations in higher education
Knowledge of U-M policies and procedures
Demonstrated experience with technology retail operations
Responsible for protecting data and information from unauthorized release or from loss, alteration, or unauthorized deletion; and, following applicable regulations and instructions regarding access to computerized files, release of data, etc. as stated in a computer access agreement.
Physical Demands / Work Environment
Moves throughout buildings to provide support for staff and customers; periodically moves boxes and computer equipment weighing up to 50 lbs. using proper safety techniques
Work Location & Schedule
May require travel to various locations both on and off campus
May require on-call availability and may require working during non-business hours and on weekends
Punctual, regular and consistent attendance is required
Diversity, Equity and Inclusion
The University of Michigan Information and Technology Services seeks to recruit and retain a diverse workforce as a reflection of our commitment to serve the diverse people of Michigan, to maintain the excellence of the University and to offer our students richly varied disciplines, perspectives and ways of knowing and learning.
The University of Michigan Benefits Office is committed to offering a high-quality benefits package to support faculty, staff and their families. Learn more about our 2:1 retirement matching, healthcare plans with nationwide coverage including prescription drug coverage, three dental plans, a vision plan, flexible spending account, well-being programs, long-term disability, automatic life insurance, general legal services, three early childhood centers, time away from work and work-life programs to promote balance. Learn more at https://hr.umich.edu/benefits-wellness
The University of Michigan is No. 20 in the annual Times Higher Education world ranking, 2019.
The University of Michigan is ranked No. 2 U.S. public university, 28th overall in The Wall Street Journal and Times Higher Education announced 09/05/2018.
The University of Michigan maintained its ranking as the top U.S. public university in the QS World University Rankings for 2018-19, and ranked 20th among all institutions on the list, which was released 06/13/2018.
The University of Michigan maintains No. 15 in Times Higher Education World University Rankings released 05/30/2018.
Job openings are posted for a minimum of seven calendar days. This job may be removed from posting boards and filled anytime after the minimum posting period has ended.
The University of Michigan is an equal opportunity/affirmative action employer.
Internal Number: 169561
About University of Michigan - Ann Arbor
A great university is made so by its faculty and staff, and Michigan is recognized as one of the best universities to work for in the country. The Michigan culture is known for engaging faculty and staff in all facets of the university to create a workplace that is vibrant and stimulating.For two consecutive years, the Chronicle of Higher Education has placed U-M in its "Great Colleges to Work For" survey. In particular, the university earns high marks for strong relations between faculty and administrators, a collaborative system of governance, strong pay and benefits, and a healthy work/life balance.