Service and Training Manager - Old Navy - Waterstone Centre
GAP Inc - Ohio

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At Old Navy, we "love" our employees! As one of the world’s largest apparel brands we take pride in making fashion accessible to every family. We have a fast paced and empowering environment that allows our strengths to come together for our customers. As part of Gap Inc., everyone at Old Navy shares in the power of our family of global brands committed to bringing American style to the world. Even more, Gap Inc. has always inspired us to Be What’s Possible through giving forward, not just giving back to our communities.

As the Service and Training Manager, you support the store leadership team by executing strategies and ensuring the service standard for our customers is alive and well. You play an integral part in the selection and training of our newest Sellebrities. At your core, you believe that everything we do is for the customer and you lead Sellebrities to do the same through execution of company-defined practices and processes on the salesfloor, in the fitting rooms and at the cashwrap. You assign tasks, communicate sales updates, track goals and give feedback to the Sellebrity team. You train, certify and model the company’s customer service standards. You build relationships at multiple levels to support a great working and shopping environment. You love being part of a winning team; you bring your energy to work every day and are personally invested in Old Navy’s success.

Leadership Responsibilities

Serves as primary partner in executing effective talent selection, training, coaching, motivating and recognizing

Provides feedback for the ASM-Service and Operations and/or SM regarding quarterly check-ins, individual development plans and annual performance reviews for team

Communicates performance issues to the ASM-Service and Operations and/or Store Manager

Sets, monitors, follows up on productivity goals for the store team

Ensure service, merchandising, and operational standards are met through company-defined practices and processes

Monitors, maintains and follows company policies and procedures

Accountable for a safe store environment where all Sellebrities actively prevent loss and minimize risk

Accountable for meeting store compliance audit requirements

Performs additional managerial duties as necessary

Functional Responsibilities

Partners with the Store Manager to set hiring goals and execute hiring plans

Conducts interviews and provides feedback regarding candidates to the Store Manager for the final hiring decision

Completes Sellebrity On-Boarding and functional training for new Sellebrities

Trains and monitors Sellebrities’ skills at the cashwrap, fitting room, and salesfloor areas, as well as company loss prevention and human resource policies

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

Educates team on driving sales through promotions, product knowledge and suggestive selling skills in the fitting rooms and at the cashwrap.

Knowledgeable about the customer survey and is a partner in the execution of any action plans to enhance the customer’s in-store experience

Assesses training opportunities from observations, customer survey results, and customer feedback and makes recommendations to the SM or ASM(s) to execute action plans Communicates and delegates replenishment priorities based on sales and inventory

Supports Old Navy Card by providing training, coaching, tracking and motivation for store team



Passionate about: apparel trends, specialty retail environments, people - customers and team

Demonstrates the following: time management, organizational skills, authentic customer service, training, sales generation, leadership, conflict management, resolution, business acumen, time management, planning, priority setting, decision quality, ability to coach, provide feedback, excellent verbal and written communication, and computer proficiency

Ability to: think creatively, embrace and lead change, and deal with ambiguity

Must be at least 18 years of age

High School diploma or equivalent desired

College degree or equivalent work experience preferred

Ability to effectively communicate with customers and store personnel Ability to maneuver around sales floor, stock room, work with/around cleaning chemicals and lift and carry 50 lbs

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

Opens and closes the store in accordance with company standards

Service and Training Managers must punch in and out through the time clock to record all time worked, follow hourly meal/break guidelines, and partner appropriately with the Store Manager regarding any overtime

Primary Location





Store Leadership

GAP Inc - 10 months ago - save job - block
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About this company
1,661 reviews
The ubiquitous clothing retailer Gap has been filling closets with jeans and khakis, T-shirts, and poplin since the Woodstock era. The firm,...