Position Summary
The Lehigh Valley Phantoms are seeking a highly driven professional to help deliver a best-in-class retail experience for our fans. The Store Manager will be the day-to-day leader, responsible for overseeing all operations, staffing, merchandising execution, and the overall guest experience. This role will ensure that every fan who shops in the team store leaves with an outstanding Phantoms Pro Shop experience.
Key Responsibilities
Store Operations & Leadership
- Oversee all day-to-day store operations, ensuring efficient, professional, and guest-focused service.
- Recruit, train, schedule, and supervise part-time staff and game-day associates.
- Execute store-specific strategies to help drive sale goals.
- Ensure the store is clean, well-stocked, and visually merchandised to brand standards.
- Serve as manager-on-duty during games and events, leading associates, handling escalations, and ensuring service excellence.
- Manage cash handling, deposits, and reconciliation with accuracy and integrity.
Merchandising & Sales Execution
- Implement visual merchandising plans, seasonal floor sets, and promotional displays.
- Ensure inventory levels are maintained on the floor; manage restocking and BOH organization.
- Support execution of product drops, theme night activations, and in-arena promotions.
- Train associates in suggestive selling, product knowledge, and service behaviors to increase units per transaction and average order value.
E-Commerce & Omnichannel Support
- Support integration of online orders with in-store operations, including BOPIS (buy online, pick up in store).
- Assist in fulfilling and packing online orders when required.
Game-Day & Event Support
- Manage retail set-up and execution on game days, including the main store, concourse stands, and mobile retail pods.
- Oversee jersey customization station operations (heat-press/patching) on game nights.
- Ensure lines, queues, and guest flow are managed efficiently to maximize fan satisfaction and sales.
Staff Training & Development
- Lead ongoing training for associates in POS, customer service, and retail operations.
- Build a strong, service-oriented culture among staff.
- Provide performance feedback and support growth opportunities for part-time associates.
Reporting & Analytics
- Track and report daily sales, units per transaction, average order value, and guest experience metrics.
- Identify opportunities to improve conversion and maximize revenue per cap.
- Analyze inventory and product turnover to determine new product/reordering strategies.
Qualifications
- 3–5 years of retail management experience (store manager or assistant manager level), preferably in sports, entertainment, or specialty retail.
- Strong leadership and people management skills; proven ability to recruit, train, and motivate a team.
- Solid knowledge of POS systems (Shopify POS experience preferred).
- Ability to manage inventory, execute visual merchandising, and deliver excellent service.
- Reliable, detail-oriented, and able to multitask in a fast-paced, event-driven environment.
- Flexible schedule with ability to work evenings, weekends, and holidays during the hockey season.
KPIs for Success
- Sales per cap & total store revenue growth
- Units per transaction (UPT) & average order value (AOV)
- Guest satisfaction scores and service feedback
- Inventory accuracy and shrink percentage
- Staff productivity, training completion, and retention
We are an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.
