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About the Role
The Merchandise Operations Manager will oversee all events and activities within KeyBank Center, focusing on guest experience and daily operations. This role reports to the Assistant Director of Merchandise.
Responsibilities
- Manage staff, including hiring, training, performance appraisal, and problem resolution.
- Oversee team store maintenance, stocking, organization, and flow.
- Develop and implement Visual Merchandising strategies.
- Manage and oversee point of sale systems.
- Address guest complaints promptly and effectively.
- Prepare daily and weekly associate schedules based on business forecasts and event projections.
- Organize and conduct weekly and monthly physical inventory counts, ensuring high inventory control and integrity.
- Collaborate with internal departments such as Corporate Partnerships, Marketing, Finance & Accounting, and Human Resources.
- Ensure staff compliance with guest experience, security, sales, and record-keeping policies.
- Oversee setup and breakdown for all events, including NHL and NLL games, concerts, and special events with consigned merchandise.
- Enforce all department and organization policies and procedures, communicating any changes to staff.
- Identify process and procedure breakdowns and propose resolutions to improve inventory controls and guest experience.
- Review reporting to track KPIs and establish performance benchmarks.
- Perform special projects as requested.
- Maintain a high level of confidentiality and professionalism.
- Perform other duties as assigned or required.
Requirements
- Bachelor’s degree in business, marketing, or retail management or related field, preferred; or equivalent work experience.
- Minimum of 3 years relevant industry experience required, specifically supervisory experience overseeing a team of 10 or more.
- Excellent written and verbal communication skills.
- Ability to manage multiple projects simultaneously and meet deadlines.
- Highly organized and self-motivated with strong time management skills.
- Proficiency in Shopify and/or Retail Cloud POS/inventory systems and Microsoft Office suite.
- Ability to work non-traditional hours, including nights, weekends, and holidays.
Skills
- Adaptability
- Attention to Communication
- Customer Orientation
- Flexibility
- Initiative
- Managing Performance
- Personal Accountability
- Personal Credibility
- Results Orientation
- Thoroughness
Location
- KeyBank Center
Work Type
- Full-time
- Onsite
Experience Level
- 3 years relevant industry experience
- Supervisory experience overseeing a team of 10 or more
Education Level
- Bachelor’s degree in business, marketing, or retail management or related field, preferred
- Equivalent work experience
Salary/Compensations
- $62,353.20 - $70,000
Benefits
- Comprehensive and affordable medical plans
- Supplemental vision care
- Dental care
- Life insurance coverage
- Fully paid, short and long-term disability and life insurance coverage
- 401(k) with employer matching
- Annual discretionary defined employer contributions
- Generous paid time off including vacation, sick, volunteer time and diversity awareness days
- Up to 4 comp tickets to Buffalo Sabres, Buffalo Bandits, Rochester Americans when available
- Annual Health & Wellness fair
- Monthly wellness initiatives (lunch & learns, fitness classes and challenges)
- Annual social events for employees and their families
- DEI committee with annual initiatives
- ERG (Employee Resource Groups)
- Community Volunteer opportunities
About the Company
- Hockey Western New York, LLC
Equal Opportunity
- Hockey Western New York, LLC is an Equal Opportunity Employer