Retail Sales Manager
Are you interested in delivering memorable experiences, enhancing people's lives and having fun while doing it? This shared mission of POWDR and Mt. Bachelor creates a fun and inspiring culture that we live every day. We look for employees who are passionate about sharing mountain culture, have a positive attitude, are problem solvers and care about winning as a team. Our vision drives us to deliver exceptional experiences and it's our employees who become the true moment makers here at Mt. Bachelor.
This role comes with amazing perks & benefits because we want our employees to Work Where You Play!
- Free employee season pass and free or discounted dependent(s) season pass
- Free and discounted friends & family day passes
- Free transportation to & from Bend, Sunriver, and La Pine
- Discounts across the resort (food & beverage, retail, rentals, lessons & more)
- Employee housing program
- 401k with up to 5% company match & immediate vesting
- Discounted onsite daycare
- Local & national discounts (YETI, Burton, Dell, Subaru, Nokian, Sunriver Golf, Mammut, & more)
- Free reciprocal access for employees to other POWDR resorts & 50% day passes at IKON pass resorts
Position Summary
The Retail Sales Manager is a pivotal leadership role at Mt. Bachelor Sports, responsible for the comprehensive daily operations of the Pro Shop and Demo Center, with year-round support extending across all locations, including Sun Country Tours during summer operations.
This position requires an experienced professional who will cultivate a high-performing team while implementing strategic sales initiatives in our dynamic resort environment. Success in this role depends on building genuine customer relationships and maintaining extensive product knowledge to uphold Mt. Bachelor Sports' reputation as the region's leading outdoor gear destination. The manager will balance exceptional service delivery with strong financial performance, ensuring both customer satisfaction and business growth.
We seek a candidate who thrives in fast-paced settings and demonstrates genuine enthusiasm for outdoor recreation and retail operations. This leader will establish an engaging, collaborative work environment where team members can excel professionally while maintaining the energy and camaraderie essential to our culture.
Key responsibilities include developing team capabilities through mentorship and training, ensuring upholding standards and policy compliance, and maintaining operational excellence in sales performance and service quality.
Working in partnership with the Warehouse and Inventory Manager, this role ensures smooth operations and strategic product positioning while creating a workplace where employees feel motivated, valued, and equipped to deliver outstanding guest experiences.
Essential Functions / Major Responsibilities
Operations Management
Oversee daily operations of the Pro Shop and Demo Center while coordinating supporting retail efforts across all Mt. Bachelor Sports' retail locations (West Village, Sunrise, Bend, Sunriver, and E-Commerce).Drive sales performance across diverse product lines, including ski and snowboard equipment, apparel, accessories, custom boot fitting services, brand logowear, and souvenirs, downhill biking apparel and accessories.Develop, implement, and monitor comprehensive operational procedures and customer service standards for all four locations.Ensure compliance with company policies, safety protocols, and retail industry standards.Maintain accountability for store performance metrics and operational KPIs.Manage staffing schedules and operational efficiency to maximize customer experience and service delivery.Partner with Lead Retail Merchandiser to maintain visual merchandising standards and store presentation guidelines.Resolve escalated customer service issues to ensure satisfaction and retention.Team Leadership
Lead by example, setting the standard for professionalism, integrity, and guest experience.Recruit, hire, and onboard both experienced and non-experienced retail sales associates and seasonal staff with emphasis on sales standards and guest service.Implement and maintain professional standards, uniform code, and workplace conduct expectations, and execute progressive disciplinary measures and performance improvement plans to maintain professional standards.Conduct performance evaluations and provide ongoing coaching focused on customer service metrics and guest satisfaction scores.Create a positive, inclusive work environment that prioritizes employee well-being, recognizes achievements, and fosters professional growth through flexible scheduling, open communication, and collaborative decision-making.Empower staff with tools, training, and autonomy for authentic, expert guest engagement while ensuring they feel valued and supported in their roles.Sales Performance & Incentives
Develop and implement sales incentive programs to drive individual and team performance across all locations.Collaborate with product representatives to develop and support comprehensive training programs.Set, track, and analyze sales goals while monitoring key metrics to identify trends and improvement opportunities.Provide regular performance feedback and coaching to maximize staff sales effectiveness.Coordinate seasonal sales events and promotional activities to drive revenue growth both in-store, on snow, and beyond.Collaborate with Warehouse and Inventory Manager on sales performance data to inform strategic buying decisions.Customer Experience & Guest Service
Deliver exceptional customer service and memorable guest experiences across all retail touchpoints.Develop and implement comprehensive customer service standards and guest interaction protocols.Create and maintain customer loyalty programs and retention strategies to drive repeat business.Resolve complex customer issues with professionalism and ensure swift, satisfactory outcomes.Train staff to provide expert product recommendations on ski / snowboard equipment and outdoor gear.Maintain expert-level knowledge of products and industry trends to support evolving customer needs.Monitor NPS scores and customer feedback metrics to continuously enhance service delivery.Coordinate with the marketing team to develop customer-centric promotional strategies that drive sales growth.Coordinate with relevant stakeholders to create, promote, and execute customer-centric promotional sales strategies.Cross-Department Collaboration
Meet weekly with the Warehouse and Inventory Manager and the Director of Resort Services to discuss sales trends, inventory needs, and customer feedback.Provide real-time sales floor feedback and customer insights to inform purchasing decisions.Collaborate on seasonal inventory planning and promotional product selection.Work together to resolve customer issues related to product availability, quality, or returns.Share customer preferences and market intelligence to guide buying strategies.Coordinate on staff training to ensure product knowledge alignment between sales and inventory teams.Partner on visual merchandising projects and new product launches.Collaborate on e-commerce initiatives to ensure a consistent customer experience across all channels.Supervisory Responsibilities
Number of Employees Supervised : 15+ PT Seasonal, 25 FT Seasonal, & 1-2 Year Round employees.Positions Supervised : Retail Associates, Ski / Board Technicians, Bootfitters, & Leads.Scheduling and assigning work : YesTraining : YesSalary actions : YesDisciplinary actions : YesPerformance review : YesHiring / Termination : YesInterpersonal Contacts
Must be able to develop meaningful relationships at all levels of the organization to ensure a collaborative, productive, and professional workplace. Including but not limited to : Human Resources, Marketing, IT, Finance, Guest Services, and Rentals, as well as brand representatives and general resort guests.
Specific Job Skills
License / Certification : Valid Driver's license required, for occasional use of company vehicles. Readily available and reliable transportation is required to work on-site daily.Technical : Computer proficiency and experience with the Microsoft Office suite required. Expertise with software like Square, YellowDog, or RTP|ONE is desirable. Must demonstrate the ability to quickly learn and adapt to new software platforms.Physical Capabilities : Strong Intermediate to Advanced Skiing or Snowboarding ability.Additional : Professional presentation and superior verbal and written communication skills are essential.Education / Related Experience
Minimum education required : Bachelor's degree in Business, Retail Management, or Diploma in related field.Minimum time in related position : Minimum 5+