Free People: Selling And Service Manager

Free People began its journey in 1970, in a modest West Philadelphia storefront, offering plants and records, along with a few pieces of clothing. Though the name was changed to Urban Outfitters just a year later, Free People was revived as the company's wholesale label in 1984. And it hasn't looked back since.

The eclectic assortment quickly assembled behind it a fiercely loyal fan base, and this fueled the opening of FP's first brick-and-mortar store in Paramus, NJ in 2002, along with the birth of freepeople.com in 2004, and the first mail-order catalog, which arrived in homes during the summer of 2005.

All the while, Free People has dedicated its energies to building a close-knit relationship with the FP community and continues to seek out new ways to foster and elevate this unique and meaningful bond.

Title

Selling and Service Manager

Reports to

Objective:

Director of Retail Operations

Collaborate with Store Operations team, Home Office Cross-Functional Partners, and Field Leadership to cultivate a unique and inspirational customer experience; encompassing the Free People and FP Movement lifestyle and brand images, while supporting all store operations goals.

Responsibilities

• Manage product education and communication, customer service outreach, and customer facing selling and service initiatives for stores.

• Develop close partnerships with home office Buying, Planning & Allocation, Merchandising, and Field Leadership.

• Identify store selling and service opportunities and develop resources to improve and support.

• Freeway and Roadmap Communication.

• Manage product information flow

• Highlight selling and service accomplishments and achievements in the field

• Maintain selling and service content and resources

• Ensure store teams aware of new or updated selling and service initiatives

• Develop and Manage store Selling and Service Programs, such as Service Stars

• Develop written and in-person product education, selling and service training for Collection and FP Movement stores.

• Travel to New Stores and select markets to conduct in person selling, service training and product knowledge.

• Partner with Beauty & Wellness team on giveaways, store activations, trainings and operational business components.

• Review customer feedback and work with the field to handle escalations and resolution.

• Track and analyze customer feedback on a monthly basis. Share successes & opportunities. with field leadership. Additionally, manage What Goes Around Comes Around Incentive.

• Participate in weekly Field Leadership calls.

• Participate in monthly Big Ideas meeting and communicate focuses to stores.

• Maintain and analyze monthly, quarterly, and annual individual selling statistics.

• Manage and execute store contests in partnership with home office partners and the field.

• Support Store Operations Projects, as needed.

• Manage all selling and service-related budget areas.

Skills

• 3 or more years of retail management level experience

• Strong written and verbal communication

• Positive attitude

• Flexibility to changing business environment

• Proficient in Microsoft Excel, Word, and PowerPoint

• Has experience with Photoshop and InDesign

• Store travel and overnight travel required

Education

Bachelor's Degree

Location

Philadelphia, PA

Urban Outfitters, Inc. celebrates diversity and is committed to creating an inclusive environment for all employees. We are proud to provide equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, sex (including gender, pregnancy, sexual orientation, and gender identity or expression), religion, creed, age, physical or mental disability, national origin or ancestry, ethnicity, citizenship, service in the uniformed services, genetic information, or any other protected characteristic as established by law. We believe strongly in fostering a safe, fair and respectful work environment. To ensure compliance with our non-discrimination and anti-harassment policies, we offer anti-harassment training to managers and employees.