Description
The Customer Experience Manager is responsible for driving results by developing and managing short and long term planning strategies, processes, and events that foster a positive experience for internal and external customers. The Customer Experience Manager maximizes business results and the customer experience through upholding the Customer Experience Vision. The Customer Experience Manager oversees all functional areas that support the customer experience including Sales Floor, Fitting Room and Checkout.- Manages execution through effective planning, prioritizing, communication and follow up
- Develops and communicates short term and long term business plans that set clear performance objectives for the Customer Experience team
- Ensures team direction, supports priorities and maximizes the internal and external customer experience
- Utilizes company tools and sales reports to analyze trends and identify business opportunities
- Develops strategies for Customer Experience Center of Excellence to train, and measure individual and team performance
- Partners with the General Manager to create, monitor and implement the scheduling plan to effectively manage workload, support business objectives and maximize productivity
- Develops short term and long term recruiting, hiring and staffing strategy to support the business
- Attracts, recruits, hires and trains high-caliber associates and supervisory talent
- Creates a positive work environment through coaching, ensuring all personnel policies are followed
- Partners with the General Manager to establish clear performance goals and objectives for the Customer Experience team
- Addresses poor performance. Initiates and administers corrective action when necessary. Follows up in a timely manner in accordance with company standards
Qualifications
- Passion for creating an extraordinary customer experience
- Excellent time management and organizational skills
- Excellent communication, presentation, delegation, follow-up skills
- Excellent attention to detail
- Demonstrated proficiency in training, sales generation and leading of functional teams
- Demonstrated ability to manage complex and competing priorities
- Demonstrated ability to coach, provide feedback and manage substandard performance
- Demonstrated ability to create a fun working environment
- Demonstrated conflict management and resolution skills
- Computer proficiency
- Demonstrated visual merchandising skills
- Demonstrated business acumen
- College degree or equivalent experience preferred
- Four years of retail supervisory experience preferred
- Ability to effectively communicate with customers and store personnel
- Maneuver around Sales floor, stock room and office
- Ability to occasionally lift and carry up to 20 pounds
- Ability to work a flexible schedule to meet the needs of the business, including evening overnight and weekend shifts
Click here to apply directly to Gap Inc. for this opportunity.
Reference: http://ping.fm/hXP3R
