Custom Manager

About Our Company

Lids Sports Group is the largest licensed sports retailer in North America, selling fan and fashion-oriented headwear and apparel across the US, Canada, Mexico, Europe, and Australia. Operating out of Indianapolis, IN, our retail stores offer officially licensed headwear and apparel from collegiate and professional sports teams, plus top brands like Nike, New Era, Adidas, and Mitchell & Ness. 

We currently operate 1,200+ locations domestically and 50+ internationally, including specialty concept stores for the NBA, NHL, Paris Saint-Germain, and numerous MLB teams. In recent years, Lids has built partnerships with iconic global brands including Marvel, Playboy, and the Harlem Globetrotters, and gained ambassadors like Justin Jefferson, Quavo, and Josephine Skriver – creating a community for both sports fans and fashion lovers.

General Position Summary

Customization is a key part of the Lids business, setting us apart from the competition and gives us a strong competitive advantage. Custom Manager strives to inspire a passion for personalization by delivering on the needs of our customers. The Custom Manager is accountable for all aspects of the store’s customization performance, including achieving key results, fostering a fun and inclusive team environment, and delivering exceptional customer service through their expertise in Lids’ products and services.

Principle Duties and Responsibilities

• Assist the General Manager in coordinating the onboarding of new team members to Lids and Customization 
• Manage and coordinate all custom training within the store by means of communicating, analyzing performance, planning, and prioritizing to meet the demands of the business 
• Engage team members by creating a fun and productive environment, including helping them understand how their work supports company objectives and the usccess of the store and Lids overall 
• Contribute to a respectful and inclusive team envrionment by establishing supportive working relationships and adhering to Lids Brand Standards (e.g. company dress code, etc.)
• Communicate effectively with the Corporate Custom Department to share information,network ideas, and further develop the custom program.·
• Oversee all aspects of the customization business, including machine maintenance, equipmentsupply ordering, and ensuring cleanliness and organization.·
• Lead and monitor the store’s ongoing training strategy, including training for non-Keyholders,process changes, promotions or job changes, and new programs or initiatives.·
• Address all employee concerns or issues, including knowing when to partner with internalsupport (e.g. Help Desk, Custom SupportHR, DSM, RD, etc.) to take appropriate action.·
• Drive team engagement by ensuring team members are provided recognition and continuouscheck-ins, including performance management and documentation when relevant, to supportand reinforce career and personal growth.·
• Collaborate across store channels and/or districts using company Discussion Boards or districtand regional chat platforms.
• Manage receiving, processing, merchandising, transfer, and inventory accuracy while ensuring all vendor and release-date compliance 
• Optimize backroom organization and excute all visual merchandsiing updates, seasonal changes, and daily product upkeep 

Additional Principal Duties and Responsibilities

• Lead and execute Selling strategy to achieve key performance indicators (KPIs), salestarget and deliver exceptional customer service.
• Resolve customer feedback and address issues in the moment, including customerescalations, urgent requests, and resolve to “make it right” for customers.
• Manage and direct in-store team members to ensure optimal customer service that valuescustomers’ time and supports overall store operations.
• Ensure every customer is offered the opportunity to participate in Lids’ membershipprograms or special offers when live in-store through employee education.
• ·Manage team’s compliance within the scheduling and payroll process to align with policies,procedures, budgets, and applicable law.
• Plan, prepare, and manage the custom team schedule by considering team members’qualifications, availability, and performance to maintain efficiency and effectiveness ofoperations.
• Maintain store custom technology and equipment by conducting daily audits, verifyingcontinued functionality, facilitating updates and maintenance as instructed, or ordering repair asneeded.
• Manage business disruptions and provide operational continuity (e.g. store closures, employeeabsenteeism, schedule / wages, operating hours impact, etc.)
• Execute operations-focused company-level directives, promotions, and initiatives (e.g. from LidsHQ).
• Understand and adhere to Policies & Procedures Manual to maintain a safe work environment.

Job Required Knowledge & Skills

• A two year post-secondary education and one-year related experience; or equivalent
• combination of education and experience.
• Established ability to produce sales results while minimizing loss.
• Proven supervisory skills, with capacity to deliver training material and assess retention.
• Strong interpersonal and communication skills.
• Ability to operate a computer, as well as maneuver relative software programs.
• Ability to lift up to 50 pounds.
• Ability to climb a ladder and work with hands overhead.
• Standing required for up to 100% of the work time.
• Ability and willingness to travel overnight for training and/or business meetings.
• Ability to work varying days and hours, based on business needs, and maintain an excellentattendance record.

Reports To

• District Sales Manager

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