Service & Engagement Executive Team Leader
Overview
Lead Guest Advocates and Service and Engagement Leaders to exceed guest service expectations. Drive total store sales and manage hourly team members while fostering a positive team and guest centric culture.
What You'll Do19
- 1Build a team of passionate and knowledgeable Guest Advocates and Service and Engagement Leaders who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery
- 2Drive total store sales and understand your role in sales growth and how your departments and team contribute to and impacts total store profitability
- 3Anticipate staffing needs, talent plan and recruit – both long and short term
- 4Manage leaders to follow-up on training completion, check for understanding and provide continuous education opportunities to drive proficiencies for all front of store experiences
- 5Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture
- 6Establish a culture of accountability through clear expectations and performance management on critical Service and Engagement behaviors
- 7Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas
- 8Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest
- 9Own schedules that follow the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends
- 10Manage the store experience by anticipating and/or reacting with urgency to staffing or scheduling needs based on fluctuations in guest traffic and sales
- 11Be the champion of physical and digital offerings to ensure your team can inform, educate and promote the suite of benefits, features and offerings that reward our guest and/or enhance their shopping experience
- 12Expect and enable your team to stay up-to-date on upcoming major promotions, brand launches and events
- 13Utilize guest survey reporting tools to drive change in key areas with the greatest impact on guest experience and coach/recognize teams
- 14Lead the teram to deliver an efficient and hassle free guest pick up experience
- 15Work a schedule that aligns to guest and business needs (this includes early morning, evening and weekends)
- 16Demonstrate a culture of ethical conduct, safety and compliance; lead team to work in the same way and hold others accountable to this commitment
- 17Address store needs (emergency, regulatory visits, etc.)
- 18Follow all safe and secure training and processes
- 19All other duties based on business needs
Requirements15
- 15+ years building ETL pipelines with Spark and Airflow
- 23-5 seasons leading hourly teams and developing service and engagement strategies
- 35+ years experience with AWS and Kubernetes
- 44 year degree or equivalent experience
- 5Strong interpersonal and communication skills
- 6Strong business acumen
- 7Manage conflict, lead and hold others accountable
- 8Relate well with and interact with all levels of the organization
- 9Cognitive skills, including problem analysis, decision making, financial and quantitative analysis
- 10Learn and adapt to current technology needs
- 11Access all areas of the building to respond to guest or team member issues
- 12Interpret instructions, reports and information
- 13Scan, handle and move merchandise efficiently and safely, including frequently lifting or moving merchandise up to 15 pounds and occasionally lifting or moving merchandise up to 40 pounds
- 14Accurately handle cash register operations and cash transactions
- 15Flexible work schedule (e.g., nights, weekends and holidays) and regular attendance necessary
Salary Insight
Salary not disclosed in listing
Location
Required Skills
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