Retail and E-commerce Manager

Job Summary:

This full-time position supports the Retail Sales operations by managing e-commerce sales and providing exceptional in-person and online customer service. The role includes educating customers about the Girl Scout program and the essential merchandise needed for success. The position is responsible for processing all sales and income accurately through the Lightspeed point-of-sale system and ensuring an outstanding shopping experience that reflects the mission and values of Girl Scouts.

Essential Job Duties and Responsibilities:

• Greet and assist customers in a warm, welcoming, and professional manner.
• Provide exceptional service and knowledgeable guidance about Girl Scout merchandise, programs, and products.
• Deliver excellent customer service to all customers, internal and external, in alignment with the organization’s mission.
• Process in-store and e-commerce transactions, including sales, refunds, department orders, and gift cards, ensuring accuracy and efficiency.
• Handle phone, e-commerce, and email orders promptly and professionally.
• Assist with daily and monthly cash reconciliation following established accounting procedures.
• Receive and verify incoming merchandise against packing lists; display products attractively and ensure proper pricing.
• Maintain a clean, organized, and well-stocked sales floor and storeroom.
• Order, track, and maintain appropriate inventory levels to ensure consistent stock and timely replenishment.
• Keep displays fresh, engaging, and aligned with seasonal or promotional themes.
• Provide support at other service center stores as directed by the VP of Advancement and Retail Sales.
• Assist in resolving customer issues using effective problem-solving and conflict-resolution skills.
• Support additional duties and special projects assigned.

Supervisory Responsibilities:

The Retail and Ecommerce Manager does not supervise staff.

Special Requirements:

1. Must be able to work on a flexible schedule, averaging up to 36 hours per week.

• Must have a valid driver’s license and be able to travel to other service centers and/or events throughout the NYPENN jurisdiction.

Knowledge, Skills and Abilities:

• Minimum of one year of Retail Management and customer service experience required. Experience in working with diverse populations of staff and volunteers demonstrated personal and professional commitment to pluralism.

• Good verbal and written communication skills to establish clear expectations in a fast-paced setting.
• Ability to view the council as a whole vs. individualized regions to ensure consistent opportunities and messaging.

• Working knowledge of Microsoft computer software is required. Knowledge of basic keyboarding and computer functions.
• Ability to employ strict discretion in sensitive situations.
• Comfort with uncertainty and ambiguity while being proactive in anticipating and preempting problems.
• Represent the council as needed for both internal and external audiences.
• Assist Custom Apparel Creator-Sales Representative when needed.

Equipment, Machines and Software Used:

• Computer, network, cell phone, telephone, voice mail, copier. Must hold a valid driver’s license and insurance and be able to travel to the 26-county jurisdiction of the council.

Physical Demands:

• Work exerting up to 50 pounds of force occasionally and/or a negligible amount of force frequently or constantly lift, carry, push, pull or otherwise move objects.
• Ability to set up tables and move around and/or set-up displays.
• Driving, climbing, balancing, lifting, stooping, kneeling, crouching, walking, grasping, talking, hearing.