Position Summary
The Lehigh Valley Phantoms are looking for Retail Supervisors to help lead our retail operations. Supervisors will support the Store Manager in day-to-day operations, oversee associates, and ensure a world-class fan experience both in-store and during game-day events. This role is ideal for a motivated leader with retail experience who thrives in a fast-paced, high-energy sports environment.
Key Responsibilities
Leadership & Team Support
- Act as a shift leader, supervising part-time associates on the sales floor and game-day stands.
- Coach and motivate staff to deliver top-tier customer service and meet sales goals.
- Serve as the “go-to” leader when the Store Manager is not present.
- Assist with onboarding and training new associates.
Guest Experience & Sales
- Model exceptional customer service and ensure associates are delivering the same.
- Resolve guest issues in a professional and timely manner.
- Help drive sales performance through upselling, product knowledge, and promotions.
- Ensure a fun, welcoming atmosphere that reflects the Phantoms brand.
Operations & Merchandising
- Open and close the store or game-day stands, ensuring all procedures are followed.
- Oversee cash handling and balance POS registers at the end of shifts.
- Ensure the sales floor, concourse stands, and stockrooms are organized and visually appealing.
- Support inventory management, including receiving shipments, tagging, and restocking.
- Assist with jersey customization and special orders as needed.
Qualifications
- 1–2 years of prior retail or supervisory experience required (sports/arena retail a plus).
- Strong leadership skills with the ability to motivate a team.
- Excellent communication and problem-solving abilities.
- Ability to work evenings, weekends, and holidays during the hockey season.
- Comfortable working in a fast-paced environment with high guest volume.
- Ability to lift up to 25 lbs. and stand for extended periods.
KPIs for Success
- Team sales performance (UPT, AOV, conversion rate).
- Staff engagement, training completion, and performance.
- Guest service satisfaction scores/feedback.
- Accuracy in cash handling and inventory control.
- Store readiness and visual presentation.
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.
