Job Description

About Our Company

About Our Company: 

Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US, Canada, Mexico, Europe, and Australia. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Adidas, and Mitchell & Ness.

We currently operate 1,200+ locations domestically and 50+ internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and numerous MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers.

The company is currently expanding with the goal of becoming the largest licensed brick-and-mortar sports retailer across the globe. 

General Position Summary

At Lids, our General Managers are the heart and soul of the Lids brand. These cap experts strive to foster a passion for sporting and fashion goods by meeting the needs of our customers while ensuring that all areas of their stores are engaged. General Managers are accountable for every aspect of their retail store’s performance inclusive of achieving key results, creating a fun and inclusive environment for their team, and delivering exceptional customer service by offering their expertise on Lids’ products and services.

Principle Duties and Responsibilities

People & Training Development 

• Manage your store’s hiring strategy, including planning needs, recruitment strategy, projected turnover, and leaves of absence. 
• Assist the market’s Authorized Trainer in coordinating onboarding to acclimate new team members to Lids. 
• Engage team members by creating a fun and productive environment, including helping them understand how their work supports company objectives and the success of their stores and Lids overall. 
• Contribute to a respectful and inclusive team environment by establishing supportive working relationships and adhering to Lids Brand Standards (e.g. company dress code, etc.) 
• Perform people-related actions to update team member information, including approving time off requests, approving shift swaps, updating availability, timecards, qualifications and other employee records as needed. 
• Lead and monitor your store’s ongoing training strategy, including training for non-Keyholders, process changes, promotions or job changes, and new programs or initiatives. 
• Address all employee concerns or issues, including knowing when to partner with internal support (e.g. Help Desk, HR, DSM, RD, etc.) to take appropriate action. 
• Drive team engagement by ensuring team members are provided recognition and continuous check-ins, including performance management and documentation when relevant, to support and reinforce career and personal growth. 
• Collaborate across store channels and/or districts using company Discussion Boards or district and regional chat platforms. 

Customer Experience 

• Lead and execute Selling 101 strategy to achieve key performance indicators (KPIs), sales target and deliver exceptional customer service. 
• Resolve customer feedback and address issues in the moment, including customer escalations, urgent requests, and resolve to “make it right” for customers. 
• Manage and direct in-store team members to ensure optimal customer service that values customers’ time and supports overall store operations. 
• Ensure every customer is offered the opportunity to participate in Lids’ membership programs or special offers when live in-store through employee education. 

Additional Principal Duties and Responsibilities

Operations 

• Manage team’s compliance within the scheduling and payroll process to align with policies, procedures, budgets, and applicable law. 
• Plan, prepare, and manage the schedule by considering team members’ qualifications, availability, and performance to maintain efficiency and effectiveness of operations. 
• Manage business disruptions and provide operational continuity (e.g. store closures, employee absenteeism, schedule / wages, operating hours impact, etc.) 
• Execute operations-focused company-level directives, promotions, and initiatives (e.g. from Lids HQ). 
• Understand and adhere to Policies & Procedures Manual to maintain a safe work environment. 
• Maintain store technology and equipment – MPOS, Lids Custom, etc. – by conducting daily audits, verifying continued functionality, facilitating updates and maintenance as instructed, or ordering repair as needed. 
• Maintain store facilities, supplies, and services by executing service requests, assessing maintenance or repair needs, placing repair work orders, or replenishing store supplies. 
• Effectively manage cash, including accurate opening and closing of the till, using counterfeit protection practices, and consistent bank drops. 
• Effectively prepare store for inventory audits and support in performing them as needed to confirm inventory accuracy. 

Product & Inventory Management 

• Drive overall store product strategy, including supervision and oversite of receiving, processing, merchandising, and exiting through purchase or transfer. 
• Strategically organize the backroom to maximize efficiency, including arranging product / supplies to optimize space and productivity. 
• Ensure integrity of product held to vendor-specific regulations, including custom embroidery limitations, purchase amount limitations, or special release dates. 
• Lead execution of weekly markdowns and markups as needed to ensure proper pricing. 
• Monitor and manage sell-through by monitoring product levels and ensuring inventory accuracy. 
• Manage any transfers or ship-backs (e.g. process damages) according to company standards. 
• Execute optimal layout and visual merchandising (VM) or product presentation strategy, including managing window activations, hardware flips, mannequin flips, and seasonal or weekly merchandise changes. 
• Maintain the look and feel of the store through day-to-day VM and store actions (e.g. ensuring product recovery, restock, destock, or minor VM changes.) 
• Execute special pricing signage and promotional presentation adjustments during operating hours to align with overall product sell-through strategy.

Job Required Knowledge & Skills

• A two-year post-secondary education and one-year related experience; or equivalent combination of education and experience. 
• Established ability to produce sales results while minimizing loss. 
• Proven supervisory skills, with capacity to deliver training material and assess retention. 
• Strong interpersonal and communication skills. 
• Ability to operate a computer, as well as maneuver relative software programs. 
• Ability to lift up to 50 pounds. 
• Proven ability to perform independently with minimal supervision. 
• Ability to climb a ladder and work with hands overhead. 
• Standing required for up to 100% of the work time. 
• Ability and willingness to travel overnight for training and/or business meetings. 
• Ability to work varying days and hours, based on business needs, and maintain an excellent attendance record. 
• Proven managerial skills. 

Physical/Travel Requirements

• To perform the essential functions of this job, an employee must be able to meet the following physical demands: While performing the duties of this job, the employee is frequently required to sit; talk; or hear. The employee is occasionally required to stand; walk; use hands to finger; handle; or feel; reach with hands and arms; and stoop; kneel; or crouch. The employee must occasionally lift and/or move up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision and depth perception 
• Ability to work varying days and hours, based on business needs, and maintain an excellent attendance record. 
• Possess a valid driver’s license, certificate of auto insurance coverage, and the ability to drive an automobile. 
• Travel (up to 50%) in a given geographic area. Driving required up to 50% of Comthe daily work schedule. 
• Standing is required for up to 90% of the work time. 
• Ability and willingness to travel overnight for training and/or business meetings. 

Reports To

• District Sales Manager
• #LI-NR1

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