GENERAL SUMMARY:

The Store Customer Assistant Manager supports the leadership team in fostering a positive work environment that ensures both internal and external customer satisfaction, maximizes productivity and drives sales. Providing our customers with an optimal shopping experience is our #1 priority. The Store Customer Assistant Manager is required to collaborate with peers and perform a variety of cross-functional tasks as assigned by the leader on duty to ensure overall customer satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES:

1.       Business Strategy

o    Contributes to and leads the team to deliver the business strategy for the store.

o    Leads overall store earnings by driving top line sales while managing controllable contribution.

2.       Customer Engagement

o    Regularly acts as the Leader on Duty and consistently models the brand service standard and sub-brand selling behaviors.

o    Analyzes and utilizes Leader on Duty tracking sheet to optimize each hour of business.

o    Maintains company standard of neat, clean and organized sales floor, cash wrap and fitting room areas ensuring store environment is safe for employees and customers

o    Drives brand loyalty by representing an exceptional customer store experience by assessing interactions on the sales floor and in the fitting room.

o    Monitors and drives sales performance and related key performance indicators on a daily, weekly and monthly basis.

o    Tracks Sales Associate productivity and ensures that the team is achieving company standards.

o    Motivate and inspire the team through focused and actionable sales rallies

o    Executes the Customer Engagement strategy.

o    Evaluates and executes action plans based on Customer Experience Survey results (CES).

o    Leads the store Customer team and role models the behavior that builds customer loyalty through social media and email capture (Customer Information Capture - CIC).

o    Leads participation in community involvement to drive brand awareness and loyalty.

o    Builds and leads the strategy to increase market share and traffic through in-store events

o    Schedules and executes Welcome to Gap Inc. and other training for all employees.

o    Perform as Leader on Duty to support the needs of the business.

3.       Daily Operations

o    Supports the execution of action plans based on Customer Experience Survey results.

o    Shares feedback from customers to the Customer Manager (G12) to improve overall customer experience.

o    Meet the Customer Manager’s (G12) expectations for events.  

o    Train Sales Associates Gap Service Model, CES, and other Customer Experience tasks as identified by the Customer Manager. 

4.       Talent Development

o    Communicates feedback to Sales Associates regarding performance.

o    Supports the annual review process for Sales Associates.

RGANIZATION RELATIONSHIPS:

• Ÿ   Reports to the Store Customer Manager
• Ÿ   Supervises Lead and Sales Associates.
• Ÿ   Interacts with District Manager and other Business Partners.

REQUIRED QUALIFICATIONS:

1)       Knowledge, skills & abilities:

• Ability to model professional behavior, as outlined in the Code of Business Conduct, at all times.
• Ability to communicate effectively with Sales Associates, customers and management.
• Ability to follow written or verbal instruction.
• Ability to create a positive work environment.
• Ability to listen to feedback and take constructive action.
• Ability to demonstrate excellent customer service when on sales floor.
• Ability to communicate effectively with customers and store employees.
• Ability to maneuver around sales floor, back room and office areas.
• Ability to travel as required.

2)       Educational level:

• High School graduate or equivalent.

3)    Minimum experience:

• Minimum 1 years work experience of Gap Inc. preferred.
• Previous retail experience preferred.
• Experience supervising teams preferred.