Assistant General Manager, Customer – Gap Penn Square

Job Description

GENERAL SUMMARY: The Assistant General Manager supports the Senior General Manager/General Manager with the business strategy, customer engagement, operations, people management and merchandising the store. The Assistant General Manager helps to develop the plan and then translates it into implementation steps and directs the other store leaders and associates to execute the plan. The Assistant General Manager supports the leadership team in fostering a positive work environment that ensures both internal and external customer satisfaction, maximizes productivity and profitability. Providing our customers with an optimal shopping experience is our #1 priority. The Assistant General Manager is required to collaborate with peers and perform a variety of cross-functional tasks to ensure overall customer satisfaction.

ESSENTIAL DUTIES & RESPONSIBILITIES:
The Assistant General Manager is also responsible for the Areas of Accountability that fall under each category below.

Business Strategy

• Contributes to and leads the team to deliver the business strategy for the store.
• Leads overall store earnings by driving top line sales while managing controllable contribution.

Customer Engagement

• Exemplifies the expectations of leader on duty (LOD) and consistently models the brands service standard and sub-brand selling behaviors.
• Maintains company standard of neat, clean and organized sales floor, cash wrap and fitting room areas ensuring store environment is safe for employees and customers
• Prepares and analyzes leader on duty tracking sheet to optimize Peak Hour opportunities.
• Implements shortage plan in partnership with the leadership team to minimize loss and achieve shrinkage goal.

Daily Operations

• Ensures all back room areas including bathrooms and employee break areas are cleaned regularly.
• Reviews and adjusts PM and FEBA schedule to ensure appropriate floor coverage to complete all workload, to maximize sales and to ensure compliance to meal and break policies.
• Ensures all facilities maintenance issues are handled within company guidelines.
• Monitors and enforces adherence to all corporate policies (e.g., Employee Appearance Guidelines, Return Policy, Safety, Loss Prevention, Store Compliance Audit etc.) as directed by policy and procedure.
• Ensures all labor law information is posted appropriately.
• Tracks productivity and ensures the team is meeting company standards for all store tasks.

Talent Development

• Provides on-the-job-training to all employees on company initiatives and standards to ensure that everyone fully understands company direction.

Talent Management

• Manages and executes the development of the store employees by providing in-the-moment coaching, training and feedback and actively facilitates the growth and career path of these employees.
• Creates development and training plans for direct reports.
• Conducts the annual review process for direct reports.
• Rewards outstanding performance and redirects employees when needed in order to drive employee engagement.
• Works with all members of the stores leadership team to develop a high performing team and a customer-centric culture.

CORE COMPETENCIES

• Business Acumen
• Customer Focus
• Building Effective Teams
• Delegation
• Directing Others
• Drive for Results
• Managing and Measuring Work
• Motivating Others

ORGANIZATION RELATIONSHIPS:

• Reports to the Senior General Manager/General Manager.
• Supervises Assistant Manager, Lead(s) and Sales Associates.
• Interacts with all levels of field and HQ management.

Qualification

REQUIRED QUALIFICATIONS:

• Ability to model professional behavior, as outlined in the Code of Business Conduct, at all times.
• Ability to communicate effectively with Sales Associates, customers and management.
• Ability to follow written or verbal instruction.
• Ability to create a positive work environment.
• Ability to demonstrate excellent customer service when on sales floor.

Minimum educational level:

• College degree preferred.

Minimum experience:

• Gap Inc. experience preferred.
• Minimum 3 years work experience with an emphasis on store operations and/or customer service.
• Experience with supervising others in customer service and store operations.

Physical Requirements:

• Ability to communicate effectively with customers and store employees.
• Ability to maneuver around sales floor, back room and office areas.
• Ability to travel as required.
• Ability to lift and carry 30 lbs.

Schedule Requirements:

• Open availability and flexibility to work nights, weekends, including opening and closing shifts, to meet the needs of the business.
• Regular attendance is an essential function of the job.

As an Assistant General Manager you may have responsibilities in one of the following roles.

Assistant General Manager– Merchandise:

Daily Operations

• Manages all store supplies including shipment supplies and fixtures, and communicates needs to Senior General Manager/General Manager.
• Oversees the stock transfers of damaged and defective merchandise, completes re-tickets, charge sends and inventory counts according to Company Guidelines.

Merchant Muscle

• Leads promotional planning and execution processes.
• Generates and analyzes Field Merchandise Reports and makes necessary product placement/adjustments based on selling and the Field Merchandise Reports.
• Maintains brand integrity in all areas of visual display (e.g. windows, body forms, etc).
• Maps and plans merchandise flow for new product placement and in-season management.
• Makes presentation adjustments based on store design type and assortment levels.
• Implements and complies with presentation book standards, adjusting visual presentation to consistently ensure brand appropriateness.
• Reviews Delivery Estimate Report to plan for merchandise placement/substitutions.
• Oversees the implementation of all visual presentation and ensures the Visual Presentation Assessment (VPA) meets company standards.
• Manages efficient and effective handling of all merchandise from shipment receipt, processing, merchandise floor-sets and replenishment systems.
• Provides feedback to Senior General Manager/General Manager regarding merchandise-handling concerns/opportunities.
• Oversees and directs the execution of markdowns in a timely and accurate manner.
• Maintains all shipment related paperwork to meet audit requirements.

Product Handling

• Manages the team who ensures the efficient and effective handling of all merchandise from shipment receipt, processing, merchandise floor-sets and replenishment systems.
• Provides feedback to Senior General Manager/General Manager regarding merchandise-handling concerns/opportunities.
• Oversees and directs the execution of markdowns in a timely and accurate manner.
• Maintains all shipment related paperwork to meet audit requirements.

Assistant General Manager– Customer:

Customer Engagement

• Executes the Customer Engagement strategy.
• Evaluates and executes action plans based on Customer Experience Survey results (CES).
• Leads the store Customer team and role models the behavior that builds customer loyalty through social media and email capture (Customer Information Capture - CIC).
• Leads participation in community involvement to drive brand awareness and loyalty.
• Builds and leads the strategy to increase market share and traffic through in-store events
• Train the store team to meet Gap Card goals and communicating results

Daily Operations

• Ensures optimal floor coverage to maximize customer engagement, selling and task completion based upon the payroll goal.
• Process payroll on time
• Completes all new hire and termination processes according to company and state/provincial guidelines.
• Responsible for employee files and audit compliance.
• Schedules and executes Welcome to Gap Inc. and other training for all employees.

Talent Management

• Evaluates and executes action plans based on Employee Opinion Survey strategy (EOS).

Talent Recruiting

• Hires sales associates and ensures the team is consistently staffed with employees that meet the brand hiring profile by recruiting from a diverse pool of candidates.
• Identify internal and external talent to create a network of qualified Leadership and Sales Associate bench talent

This job description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant.