Job Title:                           MotorClothes/Merchandise Manager

Department:                      MotorClothes/Merchandise

Supervisor:                        General Manager

Summary Description

Manages employees and operations of the MotorClothes/Merchandise Department. Coordinates sales promotions and advertising.

Key Result Areas 

• MotorClothes/Merchandise Department Operations 
• Management 
• Customer Service 
• Promotions 
• Premium Customer Experience and customer retention 
• Productivity of department staff 
• Sales and margins

Duties and Responsibilities

1) MotorClothes/Merchandise Department Operations 

• Set-up and maintain a smooth running, efficient, appealing retail environment for the MotorClothes/Merchandise department. 
• Ensure MotorClothes/Merchandise personnel are well trained and available when needed. 
• Review all stock orders to ensure a fast-moving balanced inventory of MotorClothes/Merchandise.
• Coordinate orders with P&A manager. 
• Maintain sufficient quantities of stock to support demand and acceptable inventory turn ratio. Follow open to buy suggestions of Dave Goldfarb and Director. 
• Follow procedures for ordering, receiving, logging into inventory, displaying, selling and restocking all merchandise. 
• Attend dealer show semi-annually. 
• Purchase product assortments, gauge stock movement, and devise promotions, when necessary. 
• Design displays for merchandise, which are appealing to customers. Make effective use of: Fixtures, Wall Displays, Show Cases, Glass Cubes & Towers, Mannequins, Window Displays 
• Ensure employees keep all merchandise and displays clean, well dusted, and appealing to customers.
• Regulate seasonal promotions (i.e. holiday display themes, fashion shows, special events, etc.) and coordinate them with other departments. 
• Assist staff when needed. 
• Become familiar and efficient with all phases of the computer systems required for MotorClothes/Merchandise management, including generating and reviewing inventory reports.
• Supervise and maintain an accurate up-to-date inventory management & control system. 
• Complete markdowns as recommended by David Goldfarb, the MotorClothes/Merchandise Director and Harley-Davidson. 
• Keep 12-month non-moving inventory at industry benchmarks.

2) Management

• Employ sound management practices to ensure MotorClothes/Merchandise department contributes acceptable levels of gross & net profit. 
• Hiring, training, motivating, counseling and monitoring the performance of all MotorClothes/Merchandise staff. 
• Maximize return on investment of MotorClothes/Merchandise inventory. 
• Grow the volume of MotorClothes/Merchandise sales. 
• Maintain budgeted revenue and expense objectives. 
• Develop advertising sales, and promotional campaigns for merchandise with the MotorClothes/Merchandise Director and the Marketing Director. 
• Communicate regularly with the Harley-Davidson Motor Company regarding: Policies, Product Availability, Product Style Options, New/Future Product line Studies
• Benchmark other retailers to determine “best practice” standards.  
• Organize and stage fashion shows and other events to sell merchandise. 
• Provide reports to Dealer Principal, General Manager, or MotorClothes/Merchandise Director as requested. 
• Complete daily, weekly, monthly, semi-annually and annual tasks. 
• Develop monthly and annual objectives for the department in collaboration with Dealer 
• Principal, General Manager or MotorClothes/Merchandise Director. 
• Attend training sessions (Harley-Davidson University, Trainers, etc.) to keep current with merchandising trends & inventory control issues. 

3) Customer Service 

• Provide excellent customer service to all of the dealership’s customers whether internal  or external. 
• Greet customers immediately, in a courteous and friendly manner. 
• Possess the ability to work with several customers at one time while maintaining individual customer satisfaction. 
• Handle telephone transactions quickly, and courteously. 
• Point out any sales, specials, or new merchandise to customers. 
• Assist customers with their selection of merchandise and offer additional product that compliments the purchase. 
• Follow the Premium Checkout Process when invoicing. Accept cash & credit card payments for merchandise purchases. Keep cash register accurate. 
• Notify customers when special orders or back-ordered items are received. 
• Handle customer complaints according to dealership policy, showing empathy and a positive attitude, and demonstrate our commitment to “make things right”, as specifically directed by the MotorClothes/Merchandise Manager. 
• Follow the Ticket to Ride process for customers purchasing bikes. 
• Make introductions to other departments to ensure cross selling of motorcycles, Parts and Accessories, Financing, Insurance Products and Services, Warranties and Service Plans. 
• Attend training sessions as requested by the Dealer Principal, General Manager and MotorClothes/Merchandise Director. 
• Stay up to date on all required HDU courses.
• Selling the fun and excitement of Harley-Davidson to customers. 

4) Promotions 

• Work with the Marketing Director, MotorClothes/Merchandise Director, and Event Coordinator to assist planning and executing exceptional promotions to bring both new and existing customers into the dealership on a regular basis. 
• Coordinate promotions with other departments to maximize return on promotions spending. 

5) Other Duties 

• As assigned.

Supervisory Responsibilities

• Establish departmental work schedule, balancing the workloads of all employees. 
• Establish job assignments and sales quotas for all MotorClothes/Merchandise personnel within their skill level. 
• Ensure all policies and procedures for MotorClothes/Merchandise department are followed. 
• Manage employee performance (evaluate and council). 
• Recruit, interview, hire, and terminate MotorClothes/Merchandise employees with General Manager and Human Resource Director. 
• Maintain records of all disciplinary action. 
• Maintain records of all employee performance reviews. 
• Provide training for all MotorClothes/Merchandise employees: Harley-Davidson University Programs, Dealer Shows & Expos, RPM training, Field training.

Commitments 

• Treat all employees and customers fairly, courteously, and with dignity. 
• Model superior customer service behavior for all MotorClothes/Merchandise personnel by maintaining positive relationships with customers, employees, MotorClothes/Merchandise 
• Director, General Manager and Dealer Principal. 
• Be prompt and available for flexible scheduling. 
• Be honest and fair in all business dealings. 
• Demonstrate an interest in growing the MotorClothes/Merchandise business and exceeding goals on a regular basis. 
• Demonstrate professionalism with customers, employees, and in providing customer service. 
• Review all RPM training, HDU, and attend training sessions to keep current in MotorClothes/Merchandise. 
• Accept direction and follow instruction from Dealer Principal, General Manager, and MotorClothes/Merchandise Director. 
• Work well with others.

Qualifications & Job Requirements

• Strong leadership skills.
• Strong sales and sales management skills.
• Experience with retail sales and inventory management.
• Previous experience in developing and coaching a high performance sales team.
• Prefer knowledge and experience with servicing of Harley-Davidson General Merchandise, and other products sold by the dealership, or the demonstrated ability to quickly learn them.
• Experience with Point-of-Sale and Parts & Service management computer software or the ability to quickly learn due to general knowledge & experience with computers.

Physical Demands

• Requires the use of both hands. 
• Frequently required to bend, stoop, crouch, reach, handle tools and lift 50lbs of material.
• Requires standing and/or walking for extended periods of time.

Working Conditions

• Normally indoors, however, some outdoor work is required during open houses or other events.
• The noise level in the work environment can be loud.
• Occasionally exposed to exhaust fumes or other airborne particles.