American Girl Assistant Store Manager- Operations and Retail

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Team: The American Girl Retail team is integral in providing lifetime memories to American Girl fans and their families. Our experiential retail stores provide shopping destinations like no other. This requires Innovation, Collaboration, and Execution from all who are a part of this division. Our in-store experiences range depending on location from Girl and Doll Salons, Full-Service Restaurants, Personal Shopping, Ear Piercing (Girl and Doll), hosting Parties/Celebrations to name a few. Expect a dynamic and fast-paced role where you get to make decisions that impact the team as well as our customers.

The Opportunity: The Assistant Store Manager (Retail & Operations) is located at our AG Flagship Retail Store in New York City and reports directly to the Store Director. This position is responsible for leading the complete operations accountable for total store performance across retail and operations.  This position supports revenue from retail, cafe, salon, and personal shopping in addition to the operational and maintenance responsibilities. Beyond the NYC Store, this role has cross store/ cross-functional initiatives. Partners closely with Store Director in annual budget process, drives P&L analyzation to identify cost savings, and leads payroll strategy by division. In addition, will analyze retail revenue driving data and work with team for development of selling strategy to increase revenue.  This role often collaborates with regional and corporate partners leading high level strategic initiatives and special projects.  This role also plays a key role in planning and executing a high volume of VIP visits, executive engagements and new/revamped brand-defining experiences.  Will drive team development through structured coaching, succession planning, and talent strategy.

What Your Impact Will Be: 

Direct Total Store Operations

• This role directly leads the retail division to execute strategies that drive selling behaviors, guest engagement, premium guest experience and in-store conversion.
• This role will create and implement revenue driving initiatives, ensure team readiness around selling standards,  new product launches, and drive accountability for sales performance and KPI achievement.
• This role also manages and delivers complex, high visibility VIP events, executive store tours, and cross functional business strategies, while navigating larger scale of operations and staffing. With accountability for stores generating upwards of $25 million in AOP, this role leads strategic retail initiatives and ensures operational alignment.
• Drives agility in cross functional leadership and ability to translate corporate goals into localized execution to maximize both revenue and operational excellence.
• In partnership with the Store Director, this role creates and executes all special projects for NYC and leads special projects for the retail division as applicable when NYC initiatives can scale to other stores (processes, procedures, training, etc.)
• Oversee store operations ensuring inventory levels support business needs, store is efficiently staffed, labor planning supports budget, revenue goals, overall level of organization, and efficiency is always maintained.
• Drive consumer engagement and experiences to drive demand, conversion, and sales.
• Support and direct retail selling team to drive revenue, create selling opportunities and upholding service levels.
• Supervise retail and operations scheduling to maximize service and payroll productivity.
• Communicate issues to Corporate Partners.
• Direct, partner, and guide all launches, and event set up.
• Deliver Annual Revenue Plans.  Creating strategy to control retail expense budgets and maximize payroll dollars.
• Enhance development of reporting systems.
• Plan and execute strategies to enhance business growth and improve inventory levels based on peak/ non-peak seasons.
• Exercise positive judgement when making decisions.  Partnering with direction for critical decisions.
• Responsible for all aspects of the building maintenance and housekeeping. Oversight of the third-party vendors to ensure work is completed in a timely manner and within budgets supporting a premium environment.
• Ability to pivot and lead/ manage unplanned projects/ assignments not limited to only Flagship Stores.
• In the absence of the Store Director oversee all store business needs.

Capital Projects & Facilities /Maintenance

• Responsible  for driving capital project planning and facilities strategy, serving as a key partner to the Director Retail Ops.
• Leads cross functional development through execution of major capital projects (NYC) at the store level including vendor transitions, facility upgrades, and high impact business expansion across NYC and the retail division.
• Will drive the implementation of a new maintenance vendor partnership and oversee its rollout. Will lead flagship level projects.
• NYC is a key store for test and learn initiatives requiring a deeper understanding of project planning, vendor relations and strategic execution beyond a single store's operations.
• Responsible for documenting and rolling out selling initiatives or other revenue generating ideas to other stores. 
• Key expert in creating and launching retail and company initiatives for Shop in Shop. Initiatives such as Mattel creations and increased focus for AG 40th Anniversary events will need additional Sr. level support and leadership to create, manage and execute deliverables.
• In partnership with the Store Director and Director Retail Operations lead and execute all major facilities/ maintenance and all capital projects.
• In partnership with all Experience leaders facilitate operational business equipment and facility needs.

Total Team Development

• Responsible for driving total team development across both retail and operations.
• Responsible for intentional coaching, structured one-on-one development and clear performance management with a focus on business, projects and individual development.
• Will be a strategic partner in succession planning and partnering on employee relation issues to resolution.
• Will be responsible for delivering consistent training and identifying development opportunities to enhance team capabilities.
• With a broader team size and span of responsibility, will support direct reports in project ownership. 
• Will support the retail division with project leadership and development for all teams as needed.

• Regular performance feedback to staff.
• Timely and accurate completion and delivery of performance reviews.
• Review of individual performance plans.
• One-on-One Coaching.
• Budgeting hours for Core and build for peak/ non-peak seasons.
• Succession Planning including Accelerated Performance/CAP.
• Floor presence and coaching staff.
• Ensure participation in MAGIC and leadership behaviors.
• Interaction with customers.

Manage Business Partnerships 

• Drive cross functional alignment across domestic and international teams as needed.
• Will support cross functional stakeholders with projects such as international expansion with stores (partner stores, etc.) with all aspects needed.
• Will build and sustain strategic partnerships with regional leaders, corporate partners, and cross divisional teams to lead business process enhancements, special projects, and support total retail alignment.
• Will actively contribute to NYC and retail division strategy and improve daily store operations by attending and representing the store in weekly divisional calls.
• Will identify, train and develop exempt leaders to deliver to company standards.

• Consistent leadership and partnerships with retail leadership in other flagship locations, Store Director, HR, Community & Events Team, Café Manager, AP Manager, AG Store Managers, and corporate partners to support and grow the business.
• Partner with Human Resources on training and development, policy, and procedures.
• Partners with purchasing, and inventory control for trends and opportunities.
• Partner with corporate team to work through planning and execution of capital projects.  Lead vendor support to AG standard.
• Provide support and ensure standards are intact with AP division.

Asset Protection/Safety

• Partner with AP manager, AP regional and NYC Store Director to ensure the execution of safety strategies, incident processes and reinforce daily operational practices. 
• Actively partner with AP leadership to ensure   that global security initiatives are effectively aligned and integrated within the store environment.
• Provide direction, coaching, insight, and support to AP Manager and AP Team regarding safety, security, and asset controls.
• Partner with AP Manager to support and develop strategy and implement use of AP Best Practices. 
• Support the development of Safety Awareness strategy and OSHA follow through.

Financials

• Drive P&L management and support capital planning through the establishment of capital requests.
• Will participate in financial project teams to identify operational efficiencies and implement NYC store and retail division.
• Will analyze and manage expense spend across all divisions in NY store. 
• Will drive retail analytics to further gain insight and understanding of where revenue opportunities can be maximized by working with leaders to use merchandizing priorities. 
• Will work directly with store leaders to drive revenue along with increasing opportunities to raise revenue, conversion, Units per Transaction and Average Sale.
• Support delivering Annual Revenue Plans. Creating strategy to control retail expense budgets and maximize payroll dollars through operational support and payroll management.

Customer Service / Client Development

• Ensure guest service issues are resolved in a timely manner
• Maintain active floor presence and coaching staff
• Ensure participation in MAGIC, Play Values, and leadership behaviors
• Support the development of exempt leaders, leads, personal shoppers, operations, and sales associates.
• Support Guiding Truths and One Team

What We’re Looking For: 

• 8-10 years of Retail Operations experience in a high volume, premium, fast paced environment including retail merchandising, operational functions, facilities management, restaurant management, and asset protection.
• Strong leadership, coaching and problem resolution skills.
• Highly proficient in communicating in a calm, clear, empathetic, but direct manner.  Ability to maintain a high level of confidentiality.
• Ability to work independently.
• Ability to act as a facilitator in a group setting.
• Organizational skills, ability to lead multiple tasks, delegate appropriately and meet deadlines/goals.
• Ability to troubleshoot and be flexible.
• Must have the ability to build strong rapport and trust with individuals at all levels of the organization in order to support conflict resolution, elevate employee performance, and change management.  
• Ability to take ambiguous and/or incomplete information/concepts/situations/dynamics and transform it into clear and easily understandable information.
• Must be able to assess problems and identify appropriate solutions and/or know when to partner for support. 
• Work effectively and efficiently in a dynamic, fast-paced, sometimes high stress environment with a diversity of individuals including front-line staff, management, internal, and external partners.  
• Experienced with Microsoft Suite and Operational Systems.
• Ability to work, a flexible schedule including evenings, weekends, and holidays to support business needs.

Salaried: 
The annual base salary range for this position is between $102,000 - $127,000.
**This range is indicative of projected hiring range, however annual base salary will be determined based on a candidate’s work location, skills and experience. Mattel offers competitive total pay programs, comprehensive benefits, and resources to help empower a culture where every employee can reach their full potential.

Don’t meet every single requirement? At Mattel, we are dedicated to an inclusive workplace and a culture of belonging. If you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we still encourage you to apply. You may be just the right candidate for this or other roles.

How We Work:

American Girl is subsidiary of Mattel, a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are:

American Girl is a premium brand for girls and a wholly-owned subsidiary of Mattel, Inc. (NASDAQ:MAT, www.mattel.com), a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

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