Role: National Store Manager

Job Summary: To ensure all C&W stores are running smoothly, efficiently, and profitably to fulfill the C&W Vision. To build, optimize, improve, and standardize the C&W Store Model. To elevate the guest experience, optimize operational efficiency, and deliver on KPIs for all store locations. To bring high energy and passion to the team, as well as foster the growth and development of our store teams. To manage and track performance of all C&W stores, creating an overall more systemized, efficient, and profitable company. To open new stores in any new markets we expand into. To staff management positions, enforce company policies, and train all team members to operate C&W stores according to standard.

Location: Los Angeles or Washington DC

Responsibilities:

Strategic Work

  1. Oversee and improve all C&W stores to ensure fulfillment of the C&W Vision.

  2. Create, evaluate, improve, and manage the C&W Store Models.

  3. Develop and execute quality control systems to consistently evaluate the implementation of existing systems & business processes.

  4. Build and monitor all store projects through the C&W Project Management System.

  5. Build systems to improve the daily functions of all C&W stores.

  6. Monitor current execution of all store operations manuals & store systems to ensure store efficiency, organization, and effectiveness.

  7. Identify all store improvement areas by evaluating stores on the C&W Standard through the C&W Store Reports. Mentor and guide store leaders in achieving the C&W Standard across all categories.

  8. Monitor store expenses to maximize all stores’ financial potential. Ensure that the store leaders are complying with budget and managing C&W’s finances efficiently.

  9. Collaborate with the CEO to improve and optimize store performance, customer service, cat health, and employee experience.

  10. Continually train, mentor, and provide guidance to all store managers.

  11. Provide ad hoc support and guidance for store manager in resolving any unforeseen or emergent store issues that arise.

  12. Foster growth of future company leaders — attract, hire, retain, develop and motivate retail staff to consistently achieve excellence in selling, customer service, merchandising and operations.

  13. Develop strategies for and oversee the continuity of the online presence for each C&W retail location (including Yelp pages and services such as Airbnb Experiences)

  14. Build effective, productive relationships and partnerships with all C&W store partners, including all rescues and cafes.

  15. Comply with and enforce all company policies and procedures; embrace and support company initiatives

Tactical Work

  1. Create and update all C&W Store Model documentation. Ensure all store documentation needs are met, and when store documentation needs arise, create or assign appropriate documentation.

  2. Train and mentor store leaders on hiring, on-boarding, training, and offboarding team members.

  3. Identify store needs, prioritize those needs, and create solutions to improve store operations.

  4. Ensure store managers address all improvement areas in their stores. Ensure that no unsatisfactory observations continue to repeat in store, and stores are consistently running per C&W standards and vision.

  5. Assign tasks to store leaders and ensure all tasks are done in a timely manner.

  6. Check reviews across all review platforms daily to immediately identify and address any guest concerns. Guide and when necessary, assist store leaders in remedying unsatisfactory reviews.

  7. Ensure all physical & electronic documentation is consistently maintained. Ensure all physical documentation in-store is consistently maintained.

  8. Monitor all store sales daily to ensure all C&W stores are staying on target with sales goals. Develop strategies and methods to increase store sales.

  9. Oversee consistent communication across all C&W retail locations and ensure all C&W employees all fully educated on our brand and our product offerings.

  10. Work with finance & accountants team on appropriate reporting for C&W locations.

  11. Train, coach, and continuously develop Store Managers through one-on-ones and in-store observations. Ensure Store Managers are well equipped to train their teams.

  12. Ensure that both C&W Store and the staff is reflective of the company brand standards; i.e., through proper execution of branding direction, and through adherence to C&W Store dress code.

  13. Assess and prioritize training needs, and create content for training development efforts.

  14. Resolve any team member concerns fairly and in a timely manner.

Note: This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities or requirements.

Requirements:

To successfully perform in this role, the individual should meet the following minimum requirements and qualifications:

Multi Store/Store Manager experience preferred

Proven leadership and management ability

Experience in a customer service business; preferably in retail

Ability to communicate effectively and passionately in order to relay product knowledge and services

Basic computer skills and retail math knowledge

Strong time management, organizational, problem solving and communication skills

Be available to work a varied schedule, based on the needs of our unique business

Ability to actively supervise our shop floor

Ability to travel to other C&W stores ~30%-50% of the time


Qualities for Success:

Passionate, energetic, high spirited

Thrive in a fast-paced environment

Strategic thinker

Creative problem solver

Natural leader, manager, motivator, and team builder

Organized and detail oriented

Knowledgeable of cat care & cat health

Love the mission of Crumbs & Whiskers, and passionate about bringing the fun, beautiful C&W experience to as many people as possible!

Please note before submitting an application: As a company, we take hiring very seriously. Interviewing with Crumbs & Whiskers may include video and phone interviews, written projects, and/or on-site interviews. We may be unable to follow-up with each and every applicant. If you are an individual with a disability and need an accommodation in order to apply for a posted job, please contact us at losangeles@crumbsandwhiskers.com. All applicants and employees are protected from discrimination under federal law. Crumbs & Whiskers is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.

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