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:
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
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
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