Forever21 Store Manager The Crossroads - Forever 21

The Store Manager will be the Customer Experience Leader! The SM will provide leadership and direction to the
entire store team, exuding excitement and professional presence. The SM will oversee all aspects of
store performance through customer experience, customer satisfaction, sales management, operational
and personnel functions, as well as store visual aesthetics and environment. The SM must be the role
model for the company demonstrating the customer first mentality and culture.

Provides a quick response to customer inquiries and questions in an appropriate and efficient manner.
• Serves as the Customer Experience Leader by analyzing customer service data in order to plan and
strategize appropriately.
• Leads and manages the store to drive selling, customer experiences and profitability.
• Trains and develops teams through the Company’s Customer FIRST training model.
• Fosters the development of management and brand ambassadors to ensure they are executing the
company’s values and customer first mentality.
• Creates a culture that reflects a positive and rewarding experience with the company for both the
customers and employees.
• Oversees and maximizes store volume and profit in accordance with store/company goals through
excellent staffing, superb customer experience, and attention to detail in a fast-paced environment.
• Monitors results by creating short-term and long-term strategies, processes, and events that ensure a
positive in-store experience for both our store team and customers.
• Leads talent selection, training, coaching, engagement, retention, and recognition initiatives for all
store employees.
• Defines personal leadership development by utilizing company tools and programs, while also actively
seeking feedback from the team members, peers, and leaders.
• Oversees daily operations.
• Utilizes strong decision-making skills and discretion to establish business objectives and strategies.
• Ensures service, merchandising, operational standards and Company credit initiative are met through
company-defined practices and processes.
• Addresses performance by initiating and administering action plans for all store employees.
• Plans and promotes the daily schedule of employees and the business which can include Kronos, staff
schedules and payroll budgeting.
• Spends at least 60% of the shift performing Leader on Duty tasks.
• Partners and works closely with the District Manager and support departments.
• Sets the tone and standards that drive customer satisfaction and that will lead the business to be
recognizable within the market

Must be at least 18 years of age old with a high school diploma or equivalent. College degree or
relevant technical or vocational training preferred.
• 3 to 5 years of retail management experience is required.
• Must demonstrate an exceptional customer first mentality that provides authentic customer
experiences.
• Must be skilled in leadership, coaching, and training, sales generation, strategic planning,
communication, conflict resolution, business acumen, time management, POS terminals, and general
retail software.
• Must be able to attract, recruit and retain top talent. Must have the skillset to train and develop staff
into top performing leaders and brand ambassadors.
• Must be able to provide feedback, develop others, embrace and lead change, and make clear and
defined decisions.
• Must be capable of conducting training workshops to instruct and achieve company standards.
• Must have excellent interpersonal skills and be able act with integrity and professionalism to ensure
that all business is conducted without bias or prejudice.
• Must be able to lift and carry up to 50 lbs., perform frequent standing, walking, repetitive finger, hand
and wrist motions, as well as bending, stooping, reaching, squatting, kneeling, pushing, pulling,
climbing ladders, and work with cleaning chemicals.
• Must be available to work a flexible schedule to meet the needs of the business, including a minimum
of 2 closing shifts per week and 2 full weekends per month