Description
The Executive Team Leader Service & Engagement is a leadership role that focuses on providing exceptional guest service and driving sales growth. The successful candidate will be responsible for leading a team of Guest Advocates and Service and Engagement Leaders to exceed guest service expectations, drive total store sales, and manage a team to deliver service and sales goals.
Responsibilities:
- Build a team of passionate and knowledgeable Guest Advocates and Service and Engagement Leaders
- Drive total store sales and understand the role in sales growth
- Anticipate staffing needs and talent plan
- Manage leaders to follow-up on training completion and provide continuous education opportunities
- Engage in development conversations with team members
- Personalize recognition and appreciation to reinforce critical guest service behaviors
- Establish a culture of accountability
- Understand business reporting and guest insights
- Respond to negative guest shopping experiences
- Own schedules that follow the scheduling allocation and guidelines
- Manage the store experience by anticipating and reacting to staffing or scheduling needs
- Ensure Team Leader schedules support a frictionless experience during guest peak traffic times
- Be the champion of physical and digital offerings
- Expect and enable the team to stay up-to-date on upcoming major promotions and events
- Utilize guest survey reporting tools to drive change
- Lead the team to deliver an efficient and hassle-free guest pick-up experience
- Work a schedule that aligns to guest and business needs
- Demonstrate a culture of ethical conduct, safety, and compliance
- Address store needs
- All other duties based on business needs
Requirements:
- 4-year degree or equivalent experience
- Strong interpersonal and communication skills
- Strong business acumen
- Manage conflict, lead, and hold others accountable
- Relate well with and interact with all levels of the organization
- Strong cognitive skills, including problem analysis, decision making, financial and quantitative analysis
- Learn and adapt to current technology needs
- Manage workload and prioritize tasks independently and with a team