Service and Training Manager - Old Navy - University Town Center
GAP Inc - Morgantown, WV

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01JZA

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Description

At Old Navy We Make Value Cool.

From day one, Old Navy was a revolution. We were something the world had never seen - fabulous, affordable fashion. We didn't take ourselves too seriously, and we broke the industry's rules. We said fashion didn't have to be just for rich people. It could be for everyone. We opened our first store in 1994 and we've been on a tear ever since. We were the fastest retailer to reach $1 billion in sales within four years and today we're one of the largest apparel brands in North America, operating more than 1000 stores across the US, Canada and Puerto Rico. Over 350 million (that's not a typo) customers cross our doors and spend over $5 billion dollars with us each year.

The

Service and Training Manager

supports the Store Manager or ASM by executing business strategies and upholding the customer service vision. The Service and Training Manager ensures the proper execution of tasks performed on the sales floor, in the fitting rooms and at checkout. They assign tasks, communicate sales updates, track goals, and give feedback to the associates. The Service and Training Manager trains, certifies, and models the company service standards and ensures efficient operation of the front end in compliance with company policies and procedures. They drive sales metrics through utilizing key performance indicators to track and target goals and understand the basics of how we build customer loyalty and measure business results to communicate and motivate Associates. This Manager may be assigned specific tasks when not acting in a supervisory capacity.

Educates team on driving sales through store presentation, replenishment, and service standards

Execute store contests and create incentives to motivate Associates

Supports Old Navy Card goals by implementing contests, tracking and establishing accountability

Communicates and delegates replenishment priorities based on sales and inventory

Utilize company reports to evaluate top sellers and replenishment priorities

Ensures shop concepts are maintained and brand integrity upheld while making flexing decisions due to sell thru and inventory variances

Performs Leader on Duty responsibilities

Opens and closes the store in accordance with company standards

Adjust floor/store coverage as breaks are executed and as customer traffic patterns fluctuate

Monitors payroll when opening store, and adjusts schedule accordingly

Records ONC performance on tracking chart

Is an active partner in achieving a positive Store Compliance Audit score

Utilizes recovery statements to minimize external loss

Executes all activities related to Risk Management & Safety

Ensure store is compliant with daily cleaning activities

Practices and ensures compliance with all company policies and procedures

Communicate successes, opportunities and solutions to the Store Manager or ASM

Knowledgeable of the Customer Experience Survey and is a partner in the execution of any action plans to enhance the customer's experience

Ensures cash wrap controls and merchandise protection devices are in place and executed to meet Loss Prevention strategies.

Motivates teams through positive reinforcement of service standards while executing tasks

Communicates regularly with Store Manager or ASM about the appearance of the sales floor: presentation standards, maintenance of visual elements, Ready All Day, and replenishment

Educates team on driving sales through using promotions and suggestive selling skills at cash registers and fitting rooms

Maintains efficiency at checkout

Motivates teams to practice Ready All Day standards at all times

Provides positive customer experience at all key touch points

Ensures brand integrity in all aspects of sales floor presentation

Ensures facilities are clean, maintained and customer friendly

Provides feedback to associates regarding service standards and suggesting the Old Navy Card

Maintains an efficient, service friendly environment

Respond and take action to customer concerns

Communicate successes, opportunities and solutions to the Store Manager/ASM

Knowledgeable of the Customer Experience Survey and is a partner in the execution of any action plans to enhance the customer's experience

Completes New Hire Orientation and Functional Training for new Associates

Trains associates on best practices

Models and monitors associate's skills and coaches or retrains as necessary

Elevates personnel performance issues to Store Manager or ASM immediately

Provides motivation and recognition of the Associates

Trains and Monitors Associates in checkout, fitting room, and sales floor in skills associated with those work centers, as well as company Loss Prevention and Human Resource policies

Provides feedback to Associates on performance of tasks and meeting service standards

Assesses training opportunities from observations, Customer Experience Survey results, and customer feedback and makes recommendations to the SM or ASM to execute action plans

Demonstrates and acts in accordance with Gap Inc. Purpose Values and Behaviors

Qualifications

Demonstrates time management and organizational skills

Demonstrates passion for customer service

Demonstrates verbal and written communication

Attention to detail

Demonstrates ability to prioritize and handle multiple tasks

Excellent delegation and follow-up skills

Ability to develop and train others

Ability to lead a team

Demonstrates conflict management and resolution skills

Demonstrates computer proficiency

Demonstrates business comprehension

High School diploma or equivalent desired

Two-year college degree or equivalent work experience preferred

12 months with Old Navy, or prior equivalent experience

Ability to effectively communicate with customers and store personnel

Lift and carry up to 50 pounds

Ability to effectively maneuver around Sales floor and stockroom, repetitive bending, prolonged standing, twisting, stooping, squatting, and climbing

Ability to work a flexible schedule to meet the needs of the business, including evening, weekend and overnight shifts

Primary Location

US-WV-MORGANTOWN

Full-time

OLD NAVY

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Store Leadership

GAP Inc - 21 months ago - save job - block
About this company
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The ubiquitous clothing retailer Gap has been filling closets with jeans and khakis, T-shirts, and poplin since the Woodstock era. The firm,...