Posted Under: Wilmington, Delaware jobs in Retail - All; Retail - All jobs in zipcode 19801
Posted On: 2017-05-17 18:00:00
CRITICAL SUCCESS FACTORS: * Provides disciplined leadership including setting clear expectations and holding the team and self accountable for results. * Adheres to the Assistant Store Manager scheduling requirements (weekly exceptions must be approved by the Store Manager) o 95% of time spent on the sales floor o Minimum of 2 nights per week o Minimum of 2 weekends per month scheduled during peak hours (e.g., Friday night, Saturday mid-day through evening, Sunday) * Follows the weekly Playbook process to develop and prioritize action plans with timely follow up. * Inspects departments and consults with associates daily to identify opportunities and develop and prioritize action plans with timely follow up. * Executes customer focused strategies, policies and programs as measured by Customer Satisfaction Survey data and verbatim comments. * Selects, develops and manages performance of individuals and team, measured by appropriate performance reports/scorecards/dashboards. * Attracts, hires and on-boards store staff as measured by appropriate performance scorecard, retention and new hire survey results. * Executes the client's (brand/business) plan consistently across departments and provide ongoing fact based feedback to Store Manager and appropriate business including competitive intelligence. * Ensures consistent delivery of acceptable compliance scores as measured by the Standards Based Store Visit & Client Commitment tools, including effective store wide completion of: o Merchandise, receipt, flow to floor and stockroom processes. o Total controllable cost vs. plan/trend o Warehouse and stockroom management (RTV, VOM, Discontinued Merchandise) o Multi-Channel processes and associate participation (Fusion, Store to Web, Merchandise Pick Up, Ready in Five) o Point of Sale, credit applications and opportunities o Brand standards and facilities maintenance o Safety, inventory and shrink controls (merchandise protection and safety standards/processes) o Staffing, employment compliance, retention o Scheduling (LRQs scheduled/worked and actual vs. earned hours) o Training completion and associate role playing o Employee communication and recognition * Focuses and invest time on customer facing activities and operational processes. * Ensures the department is 'Location Certified' and every associate is 'Role Certified' to do his/her job. * Monitors and proactively addresses outliers in customer satisfaction, sales, profit margin, operational processes, and compliance against plan or established standards. * Embeds the Company return policy and Pledge of Fairness. LEADERSHIP BEHAVIORS Customer Focused: * Expects and inspects core processes and 'clean and bright' standards. * Expects and inspects execution of clients' merchandising and operating plans. * Provides first person coaching and leadership on the execution of action plans based on the weekly Playbook process, daily department walks, Customer Satisfaction Survey learnings, customer verbatims, and customer/associate interactions. * Is the customer advocate and surface opportunities to improve the end to end customer experience. * Teaches, models and leads ways to satisfy customers, find ways to say yes, e.g., helpful associates, complaint resolution, Store to Web. Leadership/People Oriented: * Personally supports, coaches and develops team members across all brand departments by creating an environment where our associates can be successful. * Facilitates dialogue between front-line associates and the store leadership team. * Focuses the entrepreneurial energy of the team on delivering over the top customer service and associate pride. * Leads and embeds all Retail Services plans/projects using common enterprise-wide tools, processes and language. (No store programs.) * Creates and maintains a culture of winning that resonates with associates. Process Thinking: * Rigorously inspect compliance with our operating model for consistency around operations processes and procedures
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