RETAIL MANAGER

The Retail Manager provides leadership and operational oversight of Wally’s retail department. This role ensures that shelves are consistently stocked, organized, and merchandised to Wally’s standards while leading a team of Retail Leads and inventory team members. The Retail Manager is responsible for scheduling, training, vendor coordination, inventory accuracy, and guest service excellence.

As part of the management team, the Retail Manager upholds Wally’s standard operating procedures, policies, and values of Wally’s Hospitality while fostering a culture of accountability, teamwork, and professional growth. Retail Managers typically work a minimum 50-hour work week (during peak season) as well as weekends and holidays.

· Direct, coach, and mentor Retail Leads and team members, providing guidance and feedback to build strong performance.

· Oversee training and development through Wally’s Training Program and structured team member touchpoints.

· Manage time and attendance for assigned personnel, including scheduling and PTO approval.

· Conduct performance evaluations and corrective action processes in a timely and professional manner.

· Ensure adequate labor is scheduled to meet department objectives and guest service standards.

· Oversee accurate receiving, unpacking, stocking, and backstock management of retail merchandise.

· Monitor inventory levels, investigate discrepancies, and ensure accurate counts.

· Lead merchandising resets, seasonal displays, and promotional layouts.

· Maintain high standards of product presentation, signage, and cleanliness on the retail floor.

. Ensure proper documentation/reporting of damaged/stolen merchandise

· Conduct and oversee monthly inventory audits and cycle counts in partnership with Store Leadership and Corporate Operations.

· Ensure team members deliver attentive, professional, and courteous guest service.

· Step in to resolve guest questions or concerns quickly and effectively.

· Partner with the Loss Prevention Team to address guest incidents and complete proper LP documentation.

· Model Aggressive Hospitality to de-escalate situations and protect the Wally’s guest experience.

· Enforce Wally’s safety standards and ensure compliance with all retail floor and stockroom procedures.

· Conduct regular checks of stockrooms, storage areas, and aisles to maintain safe, clutter-free conditions.

· Address and report hazards, damaged goods, or equipment issues promptly.

· Serve as the primary point of contact between retail team members and store leadership.

· Collaborate with other department managers (Kitchen, Maintenance, C-Store, Guest Service, etc.) to ensure smooth operations.

· Support lateral departments during high traffic times as needed.

· Maintain accurate records of stock counts, discrepancies, and product movement.

· Manage vendor relations in partnership with the General Manager and Corporate Operations Team.

· Responsible for achieving department budgetary goals and controlling costs.

· Prepare reports on labor, sales, and inventory performance as requested.