General Summary
Supports and performs the following functions alongside store management, customer service, merchandising, omni activities, and all inventory-related actions to drive sales and results. Partners with the management team to understand daily, weekly, monthly store priorities. Participates in and supports merchandise placement, fulfillment, and store recovery. Participates in monitoring associate compliance to all company policies and procedures, adheres to Asset Protection standards, and assists in assigned projects and tasks to support service levels, which include opening and closing the store.
Essential Duties and Responsibilities
• Be empowered to meet the customer where they are and personalize their experience • Elevate in-store experience by modeling Customer Experience Leader CEL behaviors and coaching associate behaviors to achieve store goals and Key Performance Indicators (KPI) • Responsible for responding to customer and associate requests or feedback with a high sense of urgency • Ensures customers have a positive experience by maintaining DSW store standards • Completes all tasks related to daily open/close, including store cleaning, recovery, and maintenance standards • Review and communicate action plan to ensure all tasks are completed throughout the day, week, month
Commitment to Customer Experience
• Be committed to the customer having a consistent positive experience • Improve metric-based goals by reviewing understanding and clearly communicating daily, weekly, monthly progress • Increase sales by leveraging inventory reports to maximize productivity and merchandise presentations on the sales floor • Ensures execution of processes related to audits, donations, transfers, mismates, damages, etc. • Work closely with the Store Manager to understand and ensure that all policy and procedures are followed
Omni Activities and Inventory Management
• Sets clear expectations, participates, and follows up on all inventory-related activities, including but not limited to freight receipt, product placement, markdowns, and mark out of stock MOOS • Sets clear expectations, participates, and follows up on all omni activities in store, including but not limited to ChargeSend and Buy Online Pick Up In Store (BOPIS) • Collects and submits all supply needs to ensure successful operations in all areas of the business
Associate Support and Development
• Be responsible to put the customer first • Responsible for ensuring a safe environment for both customers and associates • Ensure all equipment is in good operating condition and checked regularly by reporting issues to Store Manager • Responsible for ensuring associates are equipped in successfully resolving customer concerns and aware of when to escalate to the Store Manager • Support Store Manager with associate timekeeping activities to ensure all store labor deliverables are met, including scheduling, forecasting, payroll management, etc. • Support Store Manager in resolving associate relations matters • Provides feedback to the Store Manager on associate performance and communicates associate relations issues to Store Manager for follow-up
Store Team Support and Development
• Recognize the store team through our company recognition tools • Support development of the store team through training, coaching, feedback, and motivation • Assists in recruiting, interviewing, and onboarding Store Associate candidates • Delegate and/or perform all other associate duties within store • Performs other duties as assigned by the Store Manager and/or Co-Manager
Required Skills
• Excellent customer service by exhibiting professionalism, a positive mindset, and enthusiasm • Ability to develop collaborative working relationships • Good verbal and written communication skills • Ability to move with tempo and hold team accountable to meet time-bound expectations • Must have availability to meet the needs of the business, including nights, weekends, holidays, and shifts outside of traditional business hours • Proficient in the use of technology to successfully engage in customer interactions • Must have the ability to spend up to 100% of working time standing or walking around the store • Lifting, including the ability to lift up to a maximum of 50 pounds on an occasional to frequent basis • Stoop, kneel, crouch, or crawl on a frequent basis
Experience
• Minimum 2 years management experience • Minimum high school graduate or equivalent • Some college preferred