Description: Lead a team of passionate and knowledgeable Guest Advocates and Front of Store Attendants who strive to exceed guest service expectations by focusing on decreasing wait time, friendly guest interaction and service recovery.
Understand sales goals, plan and execute daily/weekly workload to deliver on store sales goals and guest engagement. Lead and follow-up on training completion, checking for understanding and supporting continuous education opportunities to drive proficiencies for all front of store experiences. Engage in consistent, meaningful development conversations throughout the critical touch points within the Guest Advocate and Front of Store Attendant career path.
Personalize recognition and appreciation to reinforce critical guest service behaviors and promote a positive team and guest centric culture.
Lead a culture of accountability through clear expectations and performance management (observe, recognize and coach) on critical Service and Engagement behaviors. Understand business reporting and guest insights to understand, troubleshoot and follow-up on opportunity areas. Quickly respond to any negative guest shopping experience by de-escalating the situation and ensuring your team understands and feels supported to make things right for the guest.
Follow-up and audit the scheduling allocation and guidelines to support peak traffic times, key holiday events and weekends. Assess the front of store experience and anticipate and/or react with urgency to any scheduling needs based on fluctuations in guest traffic and sales.