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GENERAL MANAGER
Summary / Primary Purpose
The General Manager’s primary responsibility is the creation of strategic business plans that will impact overall store performance metrics, customer service and lead to successful execution of initiatives. The General Manager sets the tone for the store environment through partnership with the Store Manager / Management Team and all store staff. It is the role of General Manager to exemplify excellence with all Coach Standards including Coach Service, operations and visual presentation along with modeling core competencies. The General Manager’s leadership includes mentoring the Store Manager / Management Team through all performance management competencies and behavioral expectations. The General Manager partners with the Area Manager to evaluate store and market opportunities, establish goals, create and implement strategies that will impact store results and profitability.
PROFILE
Management Competencies and Behavioral Expectations:
SALES ABILITY/SKILLS
1. Partners with Store Manager / Management Team to establish sales and productivity goals for the store and associates utilizing current business trends and forecasts
2. Recognizes external economic factors/business trends and communicates plans for change to ensure goals are met
3. Utilizes resources to effectively forecast sales plans
4. Consistently ensures the execution of sales training programs
5. Sets the example through role modeling Coach Service behaviors
6. Creates a high energy, sales and service focused environment
SERVICE ORIENTATION
7. Evaluates the execution of the Service Leader role and provides coaching and feedback to ensure consistency with all members of management
8. Empowers team to solve customer problems and meet customers’ needs
9. Ensures Service standards are achieved through appropriate labour scheduling
PEOPLE DEVELOPMENT
10. Identifies opportunities and creates action plans for the development of the Store Manager / Management Team; provides consistent coaching and feedback throughout implementation
11. Enables Store Manager / Management Team to develop action plans for all levels of employees through shared evaluation of individual strengths and opportunities
12. Develops realistic action plans and goals for team members career advancement, and communicates results to Area Manager in order to help fill openings in area / district
SELF DEVELOPMENT
13. Consistently asks for, and is open to feedback from supervisor, subordinates and peers
14. Establishes sound business relationships with corporate partners, peer group and local village or centre management
15. Acts on feedback from others to improve own performance or address development issues
16. Manages development plan
17. Achieves deadlines even in the face of obstacles or problems
18. Adapts to constantly changing environment by changing own plan, schedules etc.
19. Aware of own strengths and development needs and communicates them to supervisor
20. Seeks out tasks beyond own job description
LEADERSHIP
21. Establishes relationships and is viewed as an expert by area/district by providing business insight and offering support
22. Acts as advocate for the team
23. Approaches challenges in direct and timely manner
24. Takes educated risks when necessary, and challenges others as appropriate
25. Able to motivate others to achieve results, and inspire team to follow lead
26. Able to maintain composure even when faced with tough situations
27. Maintains high level of integrity in business and relationships with others
28. Consistently establishes and measures expectations for performance
29. Maintains a confident and/or commanding floor presence
30. Ensures that team understands company vision and business needs
31. Takes on leadership role at store openings (per Area Manager request)
32. Provide store support within area/district as directed by multi manager
TEAMBUILDING
33. Creates a positive, high energy and professional store environment by role modeling behavioral expectations
34. Enables Store Manager / Management Team to take on a primary leadership role through consistent support of ideas and expectations
35. Fosters environment of inclusion and creates partnerships with team members
36. Proactively and consistently utilizes The Network and The Shop to source candidates for store and communicates Top Talent information to Multi Manager
37. Able to identify training opportunities and evaluate the store’s overall performance to select Top Talent and fill open positions promptly
38. Support On-Boarding of new management team members within area/district (per Area Manger request)
COMMUNICATION
39. Demonstrates effective written, verbal, and non-verbal communication
40. Communicates professionally with diplomacy and tact, and tailors style to impact specific audience
41. Communicates effectively with direct reports, peers, supervisors, and corporate partners
42. Demonstrates the ability to influence others and role models skill for the Store Manager / Management Team
43. Ensures the team is able to effectively communicate with each other
44. Ensures consistent use of Coach communication tools
45. Practices effective active listening techniques
46. Delivers difficult messages with objectivity while maintaining self-esteem
47. Diffuses potential conflict by utilizing situation/behavior/impact model and able to redirect to achieve desired results
STRATEGIC PLANNING/ORGANIZING/EXECUTION
48. Anticipates potential obstacles or issues and develops solutions to overcome
49. Appropriately allocates and monitors planned payroll hours according to business trends and scheduling needs.
50. Creates long term hiring plans to meet forecasted sales plans
51. Partners with Area Manager to implement processes that will impact store specific operations
52. Works with Area Manager and corporate partners to ensure effective product flow
53. Implements plans in a timely manner, and ensures team understanding
54. Develops plans to address key business issues, and utilizes plans to impact business and achieve desired results
55. Develops systems to achieve goals, and able to redefine goals as appropriate
56. Able to influence others to gain support to achieve goals and complete projects
57. Effective use of planning and/or time management tools
58. Effectively prioritizes business needs
59. Delegates and follows-up to ensure key issues are addressed
60. Tailors execution of company initiatives to environment
INTEGRITY/PROFESSIONALISM
61. Represents the brand appropriately in all situations
62. Consistently ensures team compliance to company guidelines
63. Appropriately reacts to unethical or unprofessional behavior
64. Demonstrates professional ethics and instills them among all team members.
65. Maintains professional demeanor even in times of stress
66. Maintains objectivity and considers all points of view
67. Maintains alignment with company goals and vision
Additional Requirements:
68. Experience: 3 to 5 years previous Store Manager experience in a retail service environment
69. Education: High School diploma or equivalent, college or university degree preferred
70. Technical: Knowledge of, and ability to use Microsoft Excel, Word, PowerPoint, and Outlook
71. Physical : Ability to communicate effectively with customers and staff, maneuver sales floor, the ability to meet moderate stockroom lifting requirements, and store climbing requirements
72. Schedule: Ability to work flexible schedule to meet the needs of the business, including nights, weekends and holidays
*Note: This document serves only as a sample of job duties and responsibilities and does not include an exhaustive list of all performance requirements
Our Competencies for All Employees
73. Courage: Doesn’t hold back anything that needs to be said; provides current, direct, complete, and “actionable” positive and corrective feedback to others; lets people know where they stand; faces up to people problems on any person or situation (not including direct reports) quickly and directly; is not afraid to take negative action when necessary.
74. Creativity: Comes up with a lot of new and unique ideas; easily makes connections among previously unrelated notions; tends to be seen as original and value-added in brainstorming settings.
75. Customer Focus: Is dedicated to meeting the expectations and requirements of internal and external customers; gets first-hand customer information and uses it for improvements in products and services; acts with customers in mind; establishes and maintains effective relationships with customers and gains their trust and respect.
76. Dealing with Ambiguity: Can effectively cope with change; can shift gears comfortably; can decide and act without having the total picture; isn’t upset when things are up in the air; doesn’t have to finish things before moving on; can comfortably handle risk and uncertainty.
77. Drive for Results: Can be counted on to exceed goals successfully; is constantly and consistently one of the top performers; very bottom-line oriented; steadfastly pushes self and others for results.
78. Interpersonal Savvy: Relates well to all kinds of people, up, down, and sideways, inside and outside the organization; builds appropriate rapport; builds constructive and effective relationships; uses diplomacy and tact; can diffuse even high-tension situations comfortably.
79. Learning on the Fly: Learns quickly when facing new problems; a relentless and versatile learner; open to change; analyzes both successes and failures for clues to improvement; experiments and will try anything to find solutions; enjoys the challenge of unfamiliar tasks; quickly grasps the essence and the underlying structure of anything.
Our Competencies for All People Managers
80. Strategic Agility: Sees ahead clearly; can anticipate future consequences and trends accurately; has broad knowledge and perspective; is future oriented; can articulately paint credible pictures and visions of possibilities and likelihoods; can create competitive and breakthrough strategies and plans.
81. Developing Direct Reports and Others: Provides challenging and stretching tasks and assignments; holds frequent development discussions; is aware of each person's career goals; constructs compelling development plans and executes them; pushes people to accept developmental moves; will take on those who need help and further development; cooperates with the developmental system in the organization; is a people builder.
82. Building Effective Teams: Blends people into teams when needed; creates strong morale and spirit in their team; shares wins and successes; fosters open dialogue; lets people finish and be responsible for their work; defines success in terms of the whole team; creates a feeling of belonging in the team.
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