Store Manager, Retail & Store Manager

Overview

General position summary and responsibilities for the Store Manager role at Lids Sports Group. Store Managers are accountable for all aspects of the retail store performance, creating a fun and inclusive environment for the team, and delivering exceptional customer service with expertise on Lids’ products and services.

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., dress code).
• 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) to take appropriate action.
• Drive team engagement by ensuring team members receive recognition and regular check-ins, including performance management and documentation when relevant, to support 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 targets, and deliver exceptional customer service.
• Resolve customer feedback and address issues in the moment, including escalations, urgent requests, and ensuring a resolution that “makes it right.”
• Direct in-store team members to ensure optimal customer service that respects customers’ time and supports store operations.
• Educate customers about Lids’ membership programs or special offers when available in-store.

Operations

• Manage team compliance within scheduling and payroll processes to align with policies, procedures, budgets, and applicable law.
• Plan, prepare, and manage the schedule by considering team members’ qualifications, availability, and performance to maintain efficiency.
• Manage business disruptions and provide operational continuity (e.g., store closures, absenteeism, schedule/wages, hours impact).
• Execute operations-focused company directives, promotions, and initiatives (e.g., from Lids HQ).
• Understand and adhere to Policies & Procedures Manual to maintain a safe work environment.
• Maintain store technology and equipment (e.g., MPOS, Lids Custom) through daily audits, updates, and maintenance.
• Maintain store facilities, supplies, and services by handling service requests, repairs, and stocking.
• Oversee cash handling, including opening/closing tills, counterfeit protection, and bank drops.
• Prepare store for inventory audits and support accuracy.

Product & Inventory Management

• Drive overall store product strategy including receiving, processing, merchandising, and exiting through purchase or transfer.
• Organize the backroom to maximize efficiency and space.
• Ensure product integrity per vendor regulations, including embroidery limitations and release dates.
• Lead weekly markdowns and pricing adjustments as needed.
• Monitor sell-through and maintain inventory accuracy.
• Manage transfers, ship-backs, and damages per company standards.
• Execute layout and visual merchandising (VM), including window activations and seasonal changes.
• Maintain store VM and appearance through daily actions (stocking, restocking, and minor VM tweaks).
• Adjust pricing signage and promotions during operating hours to support sell-through strategy.

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