香蕉共和國 (Banana Republic) 徵才 (Customer Experience Manager) 的條件

CUSTOMER EXPERIENCE MANAGER

Date: 2009-10-21, 6:40AM EDT

Banana Republic in the Northshore Mall is hiring for a Customer Experience Manager. The position is a full-time, and is comparable to most organizations Assistant Manager/Co-Manager positions depending on the complexity of the company. All applicants must have at least 3 years minimum retail management experience in the assistant manager and/or general manager role.

GENERAL SUMMARY:

The Customer Experience Manager owns the employee experience within their Center of Excellence. The Customer Experience Manager drives the shopping experience by managing sales generation, customer engagement, and all sales floor operations. The Customer Experience Manager is responsible for translating the business plans and strategies developed by the General Manager into day-to-day implementation plans and actions for teams. The Customer Experience Manager role models Gap Inc. Purpose Values and Behaviors in all actions and interactions.

ESSENTIAL DUTIES & RESPONSIBILITIES:

‧ Implements action plans to improve key performance indicators to maximize business opportunities
‧ Assesses the effectiveness of the supervisor team and Center of Excellence staff by providing the appropriate level of performance feedback
‧ Reviews and adjusts Personnel Management and Daily Payroll Planner schedule to ensure appropriate floor coverage to complete all workload and to maximize sales
‧ Provides in the moment feedback to staff to maximize sales
‧ Ensures hallmark customer experience by assessing interactions on the sales floor and in the fitting room
‧ Executes focal process for sales and sales support employees
‧ Creates development and training plans for direct reports
‧ Creates hiring plans for Center of Excellence
‧ Hires, trains, develops and supervises Center of Excellence Supervisors and some of the sales and sales support team members
‧ Recruits from a diverse applicant pool
‧ Provides GM with feedback on Center of Excellence team members
‧ Implements shortage action plan in partnership with the leadership team to minimize loss and achieve shrinkage goal
‧ Promotes community involvement to drive brand awareness and loyalty
‧ Fosters customer centric culture by recognizing and rewarding team
‧ Ensures optimal floor coverage to maximize customer engagement, selling and task completion based upon the payroll goal
‧ Monitors and enforces adherence to all corporate policies (e.g., dress code, return policy, safety, LP, etc.) as directed by policy and procedure
‧ Prepares and analyzes LOD tracking sheets to optimize Peak Hour opportunities
‧ Plans and executes ISFY, Welcome to Gap Inc and other training
‧ Provides on-the-job training to new employees within Center of Excellence
‧ Manages and motivates Customer Satisfaction Scores
‧ Communicates and manages floor coverage as LOD
‧ Responsible for employee files and audit compliance

ORGANIZATION RELATIONSHIPS:

‧ Reports to General Manager
‧ Interacts with all levels of field and HQ management
‧ Supervises some sales and sales-support work center staff

REQUIRED QUALIFICATIONS
Knowledge, skills and abilities:

‧ Knowledge of in store systems, policy and procedure
‧ Ability to be analytical, problem solve and manage projects
‧ Effective written and verbal communication skills
‧ Ability to interact cooperatively and work as a team towards a common goal
‧ Detail oriented and results driven
‧ Ability to appropriately deal with employees and customers
‧ Ability to follow all policies and procedures
‧ Ability to prioritize and effectively manage time

Minimum experience:

‧ Minimum 3 years retail experience with emphasis on store operations and/or customer service

Physical Requirements:

‧ Ability to travel as required
‧ Ability to work nights and weekends as appropriate to schedule requirements
‧ Ability to lift and carry 30lbs
‧ Ability to maneuver around sales floor, back room and office areas

《Chasing the Rabbit》狡兔智慧學

Chapter-5



Capability 1:


Capability 2:

The discipline of testing and learning sooner, faster, and cheaper was carried out in many ways.
(In later chapters we'll see how Toyota makes just such a commitment to use high-speed, low-cost pilot and trials.)

The purpose of having detailed write-ups, diagrams, and models was to ensure that competing and complementary views were well represented. Rank, personality, and assertiveness were mot going to determine a decision. The data, coupled with the best collective understanding of a situation, would do that.

One must create the ability in his staff to generate clear, forceful arguments for opposing viewpoints as well as their own. Open discussions and disagreements must be encouraged, so that all sides of an issue will be fully explored. Further, important issue should be presented in writing. Nothing so sharpens the thought process as writing down one's arguments. Weakness overlooked in oral discussion rapidly become painfully obvious on the written page.


Capability 3: Spreading Lessons Learned to the Whole Organization

In high-velocity organizations, people do not learn only for themselves. They learn for their colleagues as well. The experiences of an individual contribute to the experience of the many.

Whatever is learned when a problem is seen, swarmed, and solved right where and when it occurs is incorporated into the scripts and specifications to which it applies. Of course, this can only be done if all the assumptions, expectations, and procedures are explicit and available. It would never work if the new knowledge had to be diffused by word of mouth through a complex workplace, never mind a complex constellation of workplace that might well be scattered over several continents and oceans.

Underscores the smaller problems in an effort to prevent significant ones.

Capability 4: Leading by Developing Capabilities 1, 2, and 3 in Others

What is a leader's job? It's common to say that the leader sets goals by dint of his or her greater authority and wider perspectives, decides how scarce resources will be allocated among competing priorities, and sets the emotional tone of a particular situation.


But in high-performancing organizations, the leader has two other critical roles. He or she is responsible for determining not only what gets don, by setting goals and allocating resources, but also how things get done, by shaping the company's processes and systems. Of course this isn't a one-man or one-woman job, and no one can be leader forever, so he or she must also develop in others the skills needed to lead complex operations.

User Centred Design Consultant - London

倫敦的一家設計公司要雇用 User-Centered Design Consultant，看看他們開的條件：

We are now looking for some exceptional people to join our team here in central London.

ABOUT YOU

- Experience & Education: you must have at least 2 years experience working in a commercial, hands-on usability/UCD role, preferably as a consultant. You will also probably have a formal UCD, HCI, Product Design, Industrial Design, Design Strategy or similar degree-level qualification (ideally at Masters or PhD level).

- Methodological skills: you need to have hands-on experience of designing and running user tests and analyzing the results. Experience of other user research methods such as ethnography, contextual inquiry, diary studies, expert walkthroughs, card sorting, stakeholder requirements capture, task analysis, wireframing and prototyping would be good. The more, the better, is the point here.

- Analysis and Design skills: you must have experience in gathering data from tests or other user inputs, and developing this into real insights and then into a set of specific actionable recommendations at both strategic and design levels. You should understand how to make your findings and recommendations stick ? how you communicate findings is sometimes as important as the findings themselves.

- Consultancy skills: you must be able to behave professionally and confidently with clients at all levels and in all situations. Charisma and an ability to present yourself and your work in a calm, clear and engaging manner are essential.

- Personal skills: working in a small company, you will need to be part of the team and be willing to pitch in and help with anything and to contribute positively to the culture.

- Passion: If you don't love your field of work and feel genuinely excited, in a slightly nerdish way, by elegant designs that fit into people? lives then you won't fit in at Amberlight. If you like designing and making things, coming up with new ideas and tools to convert people to the gospel of user-centred design and you are obsessive about keeping up to date with the latest thinking and research in the field then Amberlight may be just the place for you.

- Other skills and stuff: If you can speak other languages, have lived in other countries, have done odd things in your life, know how to strip down and rebuild a PC, a bike, a motorcycle, or a sewing machine, or how to make an arduino, a ZX Spectrum, a drum kit, a pair of knitting needles, Logic, SQL, PHP, Flash, Axure or anything else cool do your bidding, please tell us about it on your CV or cover letter.

9A09 摘錄 《Chocolates on the pillow aren't enough: reinventing the customer experience》只有服務是不夠的

In today's world, organizations of every kind - not only business but also government agencies, cultural institutions, and not-for-profit groups - are experiencing huge difficulties in attracting and retaining clients.

Competition is intensifying, consumers are becoming more and demanding, and old ways of creating customer loyalty have lost much of their impact.

And with the communications media becoming ever more interactive and fragmented, it is becoming harder and harder for organizations to convey a strong and convincing message to the general public.

In this difficult environment, offering a good product or a useful service is no longer enough.
Today's consumers are looking for something more - relationship with an organization that will truly enrich their lives.
As a result, organizations are discovering that the only sure way to establish strong and lasting connections with their clients or customers is by providing them with experiences that are unique, memorable, delightful, comfortable, and deeply rewarding.
And this is exactly what the best hoteliers have always specialized in doing.

Two Questions for Feedback

2 個在 Workshop/Meeting/Work-Out 最後要得到 Feedback 時可以問的問題：

1. What I Liked About the Session 
2. What Would Make the Session Perfect