Customer Experience Supervisor - Banana Republic - Mall of America

Customer Experience Supervisor - Banana Republic - Mall of America

Title: Customer Experience Supervisor - Banana Republic - Mall of America
Location: US-MN-BLOOMINGTON
Other Locations:
The Customer Experience Supervisor's primary responsibility is executing the day-to-day action plans developed by the leadership team to ensure effective and efficient store operation. The Customer Experience Supervisor focuses primarily on the areas of customer engagement including the sales floor, fitting room, and cash wraps.
* Ensures optimum sales floor coverage by taking action accordingly to SPH, UPT, AT and conversion trends using hourly sales reads
* Oversees and executes all cash wrap processes requiring management approval
* Models, encourages and demonstrates Service Based Selling behaviors on the sales floor
* Monitors cash wrap 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 associate 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, cash wrap 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 sales and sales support 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 LOD
* Six months Gap Inc. experience preferred
* Previous experience in retail preferred
* Ability to lift and carry 30 lbs
* Ability to communicate effectively with customers and store employees
* Ability to maneuver around sales floor and stockroom, repetitive bending, prolonged standing, twisting, stooping, squatting and climbing
* Open availability and flexibility to work nights and weekends, including opening and closing shifts to meet the needs of the business