Job Data

Job Title:
Department:
Supervisor:
Pay Class / FLSA Status:

General Merchandise Manager
General Merchandise Department
Dealer Principal / General Manager
Salaried / Exempt

• Manages employees and operations of the General Merchandise department. Coordinates sales promotions and advertising.

• General Merchandise Department Operations
• Management
• Customer Service
• Promotions

1. General Merchandise Department Operations
   • Ensure General Merchandise personnel well trained and available when needed
   • Design displays for merchandise, which are appealing to customers. Make effective use of
     • Fixtures
     • Wall Displays
     • Show Cases
     • Glass Cubes & Towers
     • Mannequins
     • Window Displays
   • Regulate seasonal promotions (i.e. holiday display themes, fashion shows, special events, etc.) and coordinate them with other departments.
   • Review all stock orders to ensure a fast moving balanced inventory of General Merchandise. Coordinate orders with P&A manager, if possible.
   • Maintain sufficient quantities of stock to support demand and acceptable inventory turn ratio.
   • Occasionally assist staff when needed.
   • Interact with suppliers of credit card verification and check guarantee machine/service vendors and assist staff with such devices to ensure smooth operation.
   • Become familiar and efficient with all phases of the computer system required for General Merchandise management.
   • Supervise and maintain an accurate up-to-date inventory management & control system.
   • Establish procedures for ordering, receiving, logging into inventory, displaying, selling and restocking all merchandise.
   • Ensure employees keep all merchandise and displays clean, well dusted, and appealing to customers.
   • Set-up and maintain a smooth running, efficient, appealing retail environment for the General Merchandise department.
   • Purchase product assortments, gauge stock movement, and devise promotions, when necessary.
2. Management
   • Employ sound management practices to ensure General Merchandise department contributes acceptable levels of gross & net profit.
   • Maximize return on investment of General Merchandise inventory.
   • Grow the volume of General Merchandise sales.
   • Maintain budgeted revenue and expense objectives.
   • Develop advertising sales, and promotional campaigns for merchandise. Take care of all Business Promo’s.
   • 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 or General Manager, as requested.
   • Develop monthly and annual objectives for the department in collaboration with Dealer Principal or General Manager.
   • Attend training sessions (P.A.C.E., Harley-Davidson University, etc.) to keep current with merchandising trends & inventory control issues.
3. Customer Service
   • Provide superior customer service to both internal and external customers.
   • Greet customers immediately, in a courteous and friendly manner.
   • Handle telephone transactions quickly, and courteously.
   • Point out any sales, specials, or new merchandise to staff and customers.
   • Handle customer complaints reasonably, showing empathy and a positive attitude, and demonstrate our commitment to “Make Things Right”.
4. Promotions
   • Plan and execute “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.

• Establish departmental work schedule, balancing the workloads of all employees.
• Establish job assignments and sales quota’s for all General Merchandise personnel within their skill level.
• Set policies and procedures for General Merchandise department.
• Manage employee performance (evaluate and council).
• Assist Dealer Principal or General Manager with recruiting, interviewing, hiring, and firing employees.
• Maintain records of all employee performance reviews.
• Provide training for all General Merchandise employees:
  • Harley-Davidson University Programs
  • Dealer Shows & Expo’s
  • P.A.C.E. tapes and field training

• Treat all employees and customers fairly, courteously, and with dignity.
• Model superior customer service behavior for all General Merchandise personnel by maintaining positive relationships with customers, employees, 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 General Merchandise business.

• Five years progressive experience with retail sales and inventory management.
• 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.

• Occasionally required to bend, stoop, crouch, reach, and lift 40 lb. of material

• Normally indoors, however, some outdoor work is required during open houses or other events.