Assistant Customer Experience Manager - Gap - Mall of America

Assistant Customer Experience Manager - Gap - Mall of America

Title: Assistant Customer Experience Manager - Gap - Mall of America
Location: US-MN-BLOOMINGTON
Other Locations:
The Assistant Customer Experience Manager is primarily responsible to execute the day-to-day action plans developed by the leadership team to ensure effective and efficient store operation. The Assistant Customer Experience Manager focuses primarily on the areas of customer engagement including the sales floor, fitting room, and cash wraps. The Assistant Customer Experience Manager serves as Leader On Duty (LOD) to provide sales floor and store operations supervision as required. Providing our customers with an optimal shopping experience is our #1 priority. We work as a team, and team members are expected to perform a variety of cross-functional tasks as assigned by the leader on duty or as needed to ensure overall customer satisfaction. This job description intends to describe the general nature and level of work people assigned to this job perform. It is not intended to include all duties and responsibilities. The order in which duties are listed is not significant.
* Ensures optimum sales floor coverage and takes the appropriate action
* Oversees and executes all cashwrap processes requiring management approval
* Models, encourages and demonstrates behaviors on the sales floor
* Monitors cashwrap to ensure customers are served in accordance with customer service policies and cashier guidelines
* Assists manager with focal process for direct reports
* Creates development and training plans for direct reports
* Shares feedback from customers to leadership team to improve overall customer experience
* Reviews changes to Sales Associates availability and forwards to Customer Experience Manager for approval
* Monitors the store fund (i.e., safe and registers) to ensure the store has appropriate funds for daily/weekly business needs
* Ensures store is a neat, clean and safe environment for all employees
* Ensures participation in community involvement to drive brand awareness and loyalty
* Communicates feedback to manager regarding sales and sales-support team member performance
* Maintains company standards of neat, clean and organized sales floor, cashwrap and fitting room areas
* Provides in-the-moment coaching on sales floor to staff to reward good behavior and to redirect when needed
* Trains and coaches Customer Experience team members to meet productivity standards
* Provides on-the-job training to all employees on company initiatives and standards to ensure that everyone fully understands company direction
* Communicates and manages floor coverage as Leader On Duty (LOD)
* Reports to Customer Experience Manager
* Creates teams and partnerships with all members of the leadership team
* Supervises some of the sales and sales support associates as determined by manager
* Ability to model professional behavior, as outlined in the Code of Business Conduct, at all times
* Ability to communicate effectively with staff and management, even under pressure
* Ability to follow written and verbal instruction
* Ability to give basic direction to associate level employees
* Ability to create a positive work environment
* Ability to listen to feedback and take constructive action
* Ability to effectively communicate with all levels of staff
* Ability to demonstrate excellent customer service when on the sales floor
* Ability to motivate associates to proactively perform replenishment tasks which result in the customers satisfaction
* Previous experience in retail preferred
* Open availability and flexibility to work nights and weekends, including opening and closing shifts to meet the needs of the business