Customer Experience Manager - Gap - 42nd & Broadway - Gap Inc (New York, NY)

Title: Customer Experience Manager - Gap - 42nd & BroadwayLocation: US-NY-NEW YORKOther Locations:The Customer Experience Manager owns the employee experience within their work center. The Customer Experience Manager drives the shopping experience by managing sales generation, customer engagement, and all sales floor operations. The Customer Experience Manager is responsible for translating the business plans and strategies developed by the General Manager into day-to-day implementation plans and actions for teams. 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. * Implements action plans to improve key performance indicators to maximize business opportunities* Assesses the effectiveness of the supervisor team and Customer Experience staff by providing the appropriate level of performance feedback* Reviews and adjusts Staffworks and Daily Payroll Planner schedule to ensure appropriate floor coverage to complete all workload and to maximize sales* Contributes to and executes the strategy for the Customer Experience team* Provides staff with in-the-moment feedback to maximize sales* Ensures an exceptional customer experience by assessing interactions on the sales floor and in the fitting room* Executes focal process for sales and sales support employees* Executes development and training plans for direct reports* Develops in partnership with GM hiring plans for their Work Center* Hires, trains, develops and supervises Customer Experience Leads and some Customer Experience Associates* Recruits from a diverse applicant pool* Provides GM with feedback on Customer Experience team members* Implements shortage action plan in partnership with the leadership team to minimize loss and achieve shrinkage goal* Promotes community involvement to drive brand awareness and loyalty* Fosters customer centric culture by recognizing and rewarding team* Ensures optimal floor coverage to maximize customer engagement, selling and task completion based upon the payroll goal* Monitors and enforces adherence to all corporate policies (e.g., dress code, return policy, safety, LP, etc.) as directed by policy and procedure* Prepares and analyzes LOD tracking sheets to optimize Peak Hour opportunities* Schedules and executes Welcome to Gap Inc and other training or Customer Experience team* Provides on-the-job training to new employees in Customer Experience* Communicates and manages floor coverage as LOD* Responsible for employee files and audit compliance* Manages and motivates Customer Experience Scores * Reports to General Manager* Interacts with all levels of field and HQ management* Supervises some Customer Experience Associates* Knowledge of in-store systems, policy and procedure* Ability analyze, problem-solve and manage projects* Effective written and verbal communication skills* Ability to interact cooperatively and work as a team towards a common goal* Detail oriented and results driven* Ability to appropriately deal with employees and customers* Ability to follow all policies and procedures* Ability to prioritize and effectively manage time* Minimum 3 years retail experience with emphasis on store operations and/or customer service* Gap Inc. experience preferred* Ability to travel as required* Ability to work nights and weekends as appropriate to schedule requirements* Ability to lift and carry 30lbs* Ability to maneuver around sales floor, back room and office areas* College degree preferred

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