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Fri Oct 5, 2012 - 99 weeks ago

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Service and Training Manager - Old Navy - Carriage Crossing

Title: Service and Training Manager - Old Navy - Carriage Crossing
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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 the world, operating more than 1000 stores across the US, Canada, Puerto Rico & Japan. Over 350 million (that's not a typo) customers cross our doors each year.
TheService and Training Managersupports 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
* 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