About the job
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 Store Managers are the heart and soul of the Lids brand. These cap experts strive to foster the passion for sporting and fashion goods by meeting the needs of our customers while ensuring that all areas of the store are engaged. Store Managers are accountable for every aspect of the retail store 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 the 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 the store 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 the 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.
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