Assistant Operations Manager, Retail

As the Assistant Operations Manager, Retail, you will oversee the daily operations of our retail store and customer pickup center.  FCP Euro aspires to create a magical experience with every interaction; our retail stores are one of the few places that customers can directly interact with the team, brand, and the experts face-to-face.

This role is highly cross-functional and requires a blend of leadership, planning, and hands-on management to ensure exceptional customer experiences and efficient operations. You will be responsible for managing staff, maintaining inventory, and implementing marketing strategies with cross-functional partners. Additionally, you will ensure the seamless coordination of online order pickups, enhancing customer satisfaction and loyalty, and advocating for continuous improvement. 

The ideal candidate will possess strong organizational skills, a customer-centric approach, and a proven track record in Customer Service or Operations, along with at least 2  years of hands-on experience managing and leading teams. They will leverage their close ties to the community and a deep understanding of the local culture to both inform stakeholders internally of customer expectations and draw in new customers to FCP Euro’s store.

FCP Euro is an industry-leading online retailer specializing in replacement parts for European vehicles. Headquartered in Milford, Connecticut, we’ve been recognized on the Inc. 5000 list of fastest-growing private companies eight times in the past decade. At FCP Euro, we blend cutting-edge technology with an unwavering commitment to customer service, creating a culture that drives innovation and excellence. We’re passionate about what we do and are always looking for ways to grow, learn, and improve.

Key Responsibilities
Customer Experience:

• Creating an on-brand, magical experience for customers as they interact with the team face to face.
• Maintain a close partnership with the Fulfillment Center Operations team to ensure the efficient, effective picking and delivery of online pick-up orders.
• Orders are picked/prepared/packed and made available for pickup customers within defined SLA’s.
• All pick-up orders are monitored to ensure customers pick up their product. If orders are not picked up, the product is returned to stock and orders are canceled.

• Ensure that the store is clean, organized, presents well to customers and is open and staffed during advertised hours.
• In partnership with the Brand Marketing team, ensure that all fixtures and branding are displayed as designed and the store environment reflects the FCP Euro brand and commitment to the European car enthusiast community.
• All merchandise and products are displayed in an organized way and are replenished in a timely and appropriate manner.
• Surface opportunities to improve the retail store’s operations; partner with other departments (Brand Marketing, Operations, etc.) to pursue/implement improvements.
• Monitor inventory to ensure shrinkage is minimized.
• Ensure all transactions and monies are appropriately managed and recorded.

• Ensure adequate staffing levels for all hours of operation.
• Friendly, welcoming, and reflective of the FCP Euro brand and our commitment to the European car enthusiast community. 
• Mentor, train and develop technical specialists and generalists can answer customers questions an inquiries.
• Knowledgeable of FCP Euro history and value proposition to the European car enthusiast community.
• Knowledgeable of common customer questions, including all products sold in the store, our eCommerce site, and FCP Euro policies (shipping, returns/LRG, etc.)
• Trained to engage with necessary cross-functional teams and leverage software tools to complete all required work

• 4+ years experience in Customer Service or Operations, with a track record of developing a team and directing a small operation in the service