The Woodlands Harley-Davidson

THE MOTORCYCLE COMPANY

Job Title:                            MotorClothes/Merchandise Manager

Department:                      MotorClothes/Merchandise

Supervisor:                         General Manager

Pay Class/Status:              Commission/Exempt

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.

In addition to the outlined essential job functions, the employee is required to complete all additional tasks assigned by his/her supervisor, as the supervisor sees fit for the position. Failure to comply will result in immediate discipline at the discretion of dealership management.

I have read and understand the duties, responsibilities and qualifications of this position and acknowledge that I can perform the essential functions of the job with or without an accommodation.

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Employee Signature                                                             Date

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Management Signature                                                         Date