Assistant Customer Experience Manager - Gap - Northridge Fashion Center
GAP Inc - Northridge, CA

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The Assistant Customer Experience Manager is primarily responsible to execute the day-to-day action plans developed by the leadership team to ensure effective and efficient store operation. The Assistant Customer Experience Manager focuses primarily on the areas of customer engagement including the sales floor, fitting room, and cash wraps. The Assistant Customer Experience Manager serves as Leader On Duty (LOD) to provide sales floor and store operations supervision as required. Providing our customers with an optimal shopping experience is our #1 priority. We work as a team, and team members are expected to perform a variety of cross-functional tasks as assigned by the leader on duty or as needed to ensure overall customer satisfaction. This job description intends to describe the general nature and level of work people assigned to this job perform. It is not intended to include all duties and responsibilities. The order in which duties are listed is not significant.

Ensures optimum sales floor coverage and takes the appropriate action

Oversees and executes all cashwrap processes requiring management approval

Models, encourages and demonstrates behaviors on the sales floor

Monitors cashwrap to ensure customers are served in accordance with customer service policies and cashier guidelines

Assists manager with focal process for direct reports

Creates development and training plans for direct reports

Shares feedback from customers to leadership team to improve overall customer experience

Reviews changes to Sales Associates availability and forwards to Customer Experience Manager for approval

Monitors the store fund (i.e., safe and registers) to ensure the store has appropriate funds for daily/weekly business needs

Ensures store is a neat, clean and safe environment for all employees

Ensures participation in community involvement to drive brand awareness and loyalty

Communicates feedback to manager regarding sales and sales-support team member performance

Maintains company standards of neat, clean and organized sales floor, cashwrap and fitting room areas

Provides in-the-moment coaching on sales floor to staff to reward good behavior and to redirect when needed

Trains and coaches Customer Experience team members to meet productivity standards

Provides on-the-job training to all employees on company initiatives and standards to ensure that everyone fully understands company direction

Communicates and manages floor coverage as Leader On Duty (LOD)

Reports to Customer Experience Manager

Creates teams and partnerships with all members of the leadership team

Supervises some of the sales and sales support associates as determined by manager


Ability to model professional behavior, as outlined in the Code of Business Conduct, at all times

Ability to communicate effectively with staff and management, even under pressure

Ability to follow written and verbal instruction

Ability to give basic direction to associate level employees

Ability to create a positive work environment

Ability to listen to feedback and take constructive action

Ability to effectively communicate with all levels of staff

Ability to demonstrate excellent customer service when on the sales floor

Ability to motivate associates to proactively perform replenishment tasks which result in the customers satisfaction

Previous experience in retail preferred

Open availability and flexibility to work nights and weekends, including opening and closing shifts to meet the needs of the business

Primary Location





Store Leadership

GAP Inc - 2 years ago - save job
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,...