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JOB ACCOUNTABILITY
CUSTOMER EXPERIENCE MANAGER STORE OPERATIONS
Title Department
OVERVIEW
Directs and leads the store to achieve the store objectives with regards to customer experience, sales and profit, team staffing, training, development and accountability. Reports to District Manager.
ACCOUNTABILITIES
LEADERSHIP
Customer Experience
Leads the team in building lifelong relationships with our customer, the #1 priority
Strives to exceed internal and external customer expectations
Provides current fandom knowledge and information to employees and customers
Shows genuine interest in providing a haven where one of a kind fans join for nurture, fandom and fun
Ensures that all employees are properly trained, developed and are utilizing their skills to meet the customer’s needs
Stays connected through applicable platforms (social media opportunities, HT App, clientelling, etc.)
Management
“Agent of change”; promotes, owns, and celebrates the new
Demonstrates the 5 Basic Management Skills
Creates a team environment which fosters loyalty
Makes decisions in the best interest of the customer (both internal and external)
Provides clear and effective direction to the team
Takes responsibility for own performance and that of the team while consistently meeting commitments
STORE SALES AND SHRINK RESULTS
Drive for Results
Pursues sales opportunities with a sense of urgency, anticipates and overcomes obstacles, and follows through effectively
Embraces new technology knowing it improves efficiency, productivity, increases customer’s options and the quality of their experience
Maximizes use of all available Omni Channels; Ensures that all employees are trained, developed, and utilizing skills to meet the customer’s needs
Utilize available tools to identify sales opportunities to improve customer experience and increase sales volume
Manage store shrink within the Company guidelines and shrink goals
Manages store payroll hours within the Company guidelines to optimize customer experience
Delegates effectively utilizing other’s strengths
Stays focused on goals, knows what outcome is expected, and leads team to achieve
Operations
Understands, complies, and educates store team members on company policies and procedures
Properly controls supply ownership, spending only as needed
Maintains all required paperwork and reporting administration in an organized manner
Establishes realistic and specific plans that will meet company objectives and deadlines
Complies with and educates staff on all loss prevention policies and procedures
Manages cash over/shorts
Aware of external factors affecting business (school schedules, mall event) and staffs appropriately and within budget
Merchandise Presentation
Demonstrates good judgment and follow through in the implementation of Company visual standards
Ensures that store is merchandised using planogram as a guide
Maintains housekeeping standards; sales floor and backroom
Implements all promotional guidelines in a timely manner
JOB ACCOUNTABILITY
ACCOUNTABILITIES
Guides & Develops Others
Owns the customer experience by identifying, recruiting, and building a happy, positive, and optimistic team
Identifies performance objectives, coaches, and develops employees to achieve goals
Provides timely and effective feedback on performance
Completes thorough performance evaluations
Encourages employee ownership for performance and development, recognizes and rewards performance that exceeds expectations
Mentors employees on career goals and roadmap
REQUIREMENTS
_Experience & Education _
_ _ Minimum 1-2 year of retail store management experience
Previous customer service experience
Minimum of high school graduate or GED equivalent; college degree a plus
_Competencies & Skills _
_ _ Demonstrate excellent leadership, time management, and customer service skills
Excellent verbal and written communication skills
“Can do” attitude and a team player
Flexible and adaptive to environment, changes, challenges, job duties and work schedules
Inquisitiveness and open mind regarding pop culture and trends
Able to stand and walk around during scheduled hours
Able to pack and unpack shipments, arrange and move store fixtures, and move packages weighing up to 50 pounds
Able to reach for merchandise using the ladders, step stool, merchandise retrieving pole, etc.
Able to use store equipment including cash registers, sensors, cutters, scissors, hand truck, etc.
Able to remain calm and focused under pressure
Job Type: Part-time
Pay: From $14.50 per hour
Benefits:
Shift:
Weekly day range:
Experience:
Work Location: In person
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