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Store Leader / Store Leader 2

SUMMARY
The Store Leader/Store Leader 2 is responsible for all facets of store operations (at two store
locations for SL2) and directly influences the performance of everyone who interacts with guests.
Using elements of GameStop's buy, sell, trade, and reservation business model, the Circle of Life,
the Store Leader develops and promotes a sales culture by creating individualized and
complete solutions for every guest, and providing outstanding guest service experiences
through professional conduct and shared passion for gaming, and supporting the overall store
environment to meet/exceed sales and profit. In addition to ensuring that products are easy to
see and buy, building sales by sharing product and gaming knowledge with guests, providing a
clean, organized environment in which to shop, and growing guest loyalty and repeat business,
this position supervises a retail staff which may vary based upon store size, location(s), and
expected sales volume.
ESSENTIAL JOB DUTIES AND RESPONSIBILITIES
• SL2 will manage and lead in a multiunit capacity, with the ability to multitask and direct a
larger team across two store locations.
• Provide and model best-in-class guest service: promptly greet guests; respond to guest
questions/concerns quickly, effectively, and courteously; assist guests with meeting their
video gaming needs; inform guests of special promotions; recommend additional items
as appropriate; apply all selling behaviors during every transaction and thank every
guest for shopping at GameStop; prioritize guests over tasks and demonstrate that
commitment by circulating throughout the store.
• Support the total shopping environment, including visual and operational elements,
current sales initiatives, and the guest relationships that lead to sales and repeat
business.
• Promptly and accurately process guest purchases/return transactions using Point‐of‐
Sale (POS) computer system via PC keyboard, including making correct change, placing
merchandise in a bag, providing a receipt, and ensuring top notch guest service.
• Respond to guest comments or questions in person or on the phone; answer phone calls
promptly, courteously, and professionally, using the phone greeting provided by
GameStop; when appropriate, escalate customer issues and complaints to the Store
Leader in a timely and professional manner.
• Promote GameStop’s unique guest benefits, e.g., new title reservations program, trade-in
program, and Pro Rewards guest loyalty program.
• Recruit, interview, hire, assess, develop, and retain high-performing associates.
• Ensure associates have completed their onboarding, job training, and compliance
training PRIOR to opening or closing a shift on their own. Associates should know all
aspects of their jobs, including all company/store policies, inventory control and loss
prevention practices including scam awareness, safety best practices, financial protocol,
and ethical responsibilities.
• Communicate regularly with store associates and District Manager to ensure that all
GameStop store initiatives are implemented according to plan. Set guest service
expectations for store associates and train store associates in all aspects of their job
responsibilities, including company/store policies, procedures, practices, and guidelines.
Supervise and delegate tasks to Guest Advisors, Senior Guest Advisors, and Assistant
Store Leaders.
• Schedule store associates ensuring that the scheduling guidelines are followed, and all
breaks and meals are accounted for as required. Supervise staffing levels to achieve
optimum guest service at all times and ensure that best-in-class guest service is
consistently provided.
• Approve payroll, make time edits, and verify that store associates are paid for all time
worked.
• Provide timely and appropriate recognition and feedback to all store associates
concerning performance; regularly input written feedback for each store associate into
HRIS.
• Ensure that all areas of the store, including restrooms, are neat, clean, organized, and
merchandised per company guidelines and all store fixtures and equipment are in
proper working order.
• Ensure Omni-Channel orders are fulfilled and shipped daily.
• Perform store inventory counts (home store and other stores in your district/region),
stock/restock merchandise on shelves and fixtures, and move product from the stock
room to the front of the store to ensure that all products in the store are represented,
organized, and alphabetized on the sales floor.
• Protect company assets through effective inventory control and loss prevention
practices including scam awareness, safety best practices, and delivering bank deposits
as required; visually inspect associates' packages and/or belongings at store closing or
at the end of a shift as appropriate.
• Lead store team in meeting and exceeding sales, profit, and shrink goals and complete
required administrative and operational duties necessary to goal achievement.
• Count, balance and reconcile daily business transaction totals correctly and accurately
in the POS system. Ensure that all closeout paperwork for daily business transactions and
bank deposit slips are completed correctly and accurately; ensure store has sufficient
cash and change for sales transactions; make bank deposits daily or per established
guidelines.
• Verify all shipments for discrepancies/shortages and record any discrepancies in the
POS system; conduct merchandise counts/inventories and communicate discrepancies
to District Leader.
• Process defectives/recalls and stock pulls accurately and promptly, ensuring that all
boxes are properly labeled and include packing lists.
• Maintain awareness of associate and guest safety; identify and immediately address
potentially hazardous situations. Report any injuries promptly per company guidelines.
• Maintain store records/files in a neat and organized manner; ensure that manuals are up
to date.
• Form professional partnerships with appropriate military personnel on assigned military
base, including the Supply Base Leader (applies only to positions in stores located on a
military base).
• Consistently adhere to and demonstrate a commitment to GameStop policies and
procedures, including, but not limited to, respectful workplace, attendance,
confidentiality, conflict of interest, and ethical responsibilities.
QUALIFICATIONS*
• Must present proof of ability to legally work in the United States.
• Must be at least 18 years of age.
• High school diploma or equivalent required; associate’s or accredited bachelor’s degree
with an emphasis in business, marketing, merchandising, or related field preferred.
• At least 1 year of retail management experience required.
• At least 3 years of retail sales, guest service, and/or management/leadership experience
preferred.
• Video game knowledge preferred.
KEY JOB SKILLS AND ABILITIES
• Possess an outgoing and welcoming personality with strong people skills.
• Provide genuine and individualized assistance to every guest during every visit.
• Demonstrate clear verbal and written communication and listening skills, both in person
and on the phone, using spoken and written English; bilingual English/Spanish speaking
and writing skills preferred.
• Work independently and as the head of a team to perform all tasks as assigned and in a
timely manner.
• Meet leadership performance expectations, including, but not limited to, attendance,
personal appearance, safety, and respectful workplace.
• Operate Point-of-Sale (POS) computer system.
• Possess basic mathematics (addition, subtraction, multiplication, division, currency) and
alphabetizing skills.
• Complete required paperwork properly.
• Carry out instructions furnished in written, oral, or diagram form and convey instructions
to others.
• Execute financial tasks in strict accordance with company policy.
• Achieve objectives and lead in a fast-paced, rapidly changing environment.
• Work 40 hours per week, with flexibility to work extended hours/days as necessary,
including nights, weekends, some holidays, and occasional overtime.
• Constructively manage pressure and adapt to stressful situations without impact on
guest interactions; be creative and a problem solver.
• Be reliable and trustworthy; always use good judgment.
• Able to work alone. Stand and move throughout the store unassisted for up to 12 hours
per day.
• Bend, stoop, crouch, balance, stretch, reach with arms/hands, climb on ladders, lift
merchandise weighing up to 30 lbs. from ground level to minimum height of 4 feet, and
utilize other basic fine and gross motor skills.
• Possess or acquire during employment onboarding a working understanding of military
ranks and related insignia (applies only to positions in stores located on military bases).
Job descriptions are subject to change at any time based on business conditions/needs,
including changes to the essential job duties, qualifications, and/or key job skills and abilities
consistent with the position’s purpose. GameStop considers all applicants for employment
without regard to race, color, religion, gender, sexual orientation, national origin, age, disability,
gender identity and expression, marital or military status. GameStop provides reasonable
accommodations to qualified individuals with disabilities in accordance with the Americans with
Disabilities Act and applicable state and local law.
*Certain state-specific exceptions may apply