Copy and Print Center Manager - Seattle, WA

Position Summary:The Copy & Print Center Manager (CPCM) is accountable for meeting and exceeding sales and margin budgets in the Copy, Print, and Ship Center.  The Managers primary responsibility is to manage all aspects of the Copy and Print Center by consistently executing all procedures, processes, and programs as well as implementing profit and customer service improvement plans.  The Manager ensures that their team is delivering on the Quality Service Guarantee by meeting and exceeding customer service standards and following The Customer Order Process. Customer Service and Sales§ Partner with CPCAM or RSSM (if there is no CPCAM) to build and develop a sales team using knowledge of the Copy & Print Center business, leadership experience, and tools and resources available (e.g., CSF Model).§ Partner with DM, RSSM, CPCAM and/or Expert to implement programs to improve sales and margin performance. § Partner with Store Management team to communicate and execute plans to improve performance in the CPC. § Serve as store expert on in-store copy production, print and ship center orders. § Consultatively sell during peak customer traffic times, following The Customer Order Process. § Observe and coach Store Management, RSSM,  CPCAM,  Expert and Consultants daily on their execution of The Customer Order Process  to ensure orders are completed accurately and exceed customer expectations. § Conduct trend analysis on the CPC Mystery Shop to develop/execute coaching and process improvement plans.  § Determine penetration goals to increase Staples Rewards membership; Coach Expert on meeting goals.§ Resolve challenging customer situations.  § Schedule and lead regularly team meetings: o Discuss sales goals and develop, implement, and follow up on plans to increase sales/customer service levels.  o Review team responsibilities, including marketing efforts to ensure they are being done on time, to standard.Identify and discuss coaching and role play opportunities.  Conduct 1 role play during every meeting.  Operations§ Walk the CPC daily, complete Non-Negotiables and Store Visit Form. Correct findings via agreed to action plan.§ Run all aspects of in store marketing programs to include: The Customer Call Back Program, In Store Canvassing and External Canvassing.  Ensure compliance to policy and appropriate use of additive labor.  Work with the CPCAM or RSSM (if there is no CPCAM) to overcome obstacles.  Make follow up calls as needed. § Support CPC Expert in stores with no CPCM, to ensure marketing programs are being executed according to policy.§ Serve as the liaison between the Store Management and the CPCAM or RSSM (in stores with no CPCAM).  Execute and provide immediate feedback on all current and future Copy, Print, Ship Center programs.§ Work with Store Management to schedule Experts, Consultants & CPC On Deck.  Monitor payroll to achieve budget.§ Communicate with external print and machine vendors to ensure orders are done right the first time.  § Produce and finish orders on time while maximizing the machines productivity.§ Properly use and care for all equipment in compliance with operating instructions; ensure machine and equipment maintenance is occurring in a timely manner to maximize efficiencies. Follow escalation process if needed. § Ensure all policies and procedures are being followed 100% of the time. § Ensure CPC is clean and organized, and safety precautions are followed. § Give professional presentation by complying with Staples dress code requirements. Financial Management§ Develop and implement sales/margin and customer service related programs and/or initiatives. § Analyze and use CPC P&L, scorecard, and trend reports to grow and maximize sales and margin.  § Meet with CPCAM or RSSM (if there is no CPCAM) to set plan to improve P&L. § Weekly review of free order report.