Job Description
What you’ll do Customer Service Provides leadership to the team and consistently coaches and follows up to ensure the delivery of the service model standards are provided to each customer. Enforces delivery of our operating model customer service standards. Provide continuous feedback and coaching to Management & team members based on key metrics. and observed behaviours through Shift Starters, 1 on 1s, and performance management coaching programs. Meets established service levels agreements for in-store services and order fulfillment Supports the organization in customer acquisition through the promotion of our customer loyalty and credit card programs Operations Demonstrates and follows up on execution of Mark’s visual compliance standards, store maintenance and pricing standards. Establishes plan and follows up on execution of weekly price changes, promotional set-ups, and department POP as per workbook resulting in 100% system pricing including weekly prices sweeps. Leads the implementation and execution of standard operating procedures (SOPs) Leads the execution of seasonal changeover as per seasonal merchandising plan Responsible to deliver annual corporate shrink targets through team education, enforcement of LP and audit standards and rigid inventory control. Oversees preparation for annual inventories. Follows and ensures compliance of all corporate LP, Cash and Audit, and OH&S policies and procedures. Creates and / or monitors the creation of efficient store weekly scheduling for both sales and support functions. Training Coach and develop store and management team, through setting expectations, communication, coaching, feedback and ongoing support Create development plans and conducts annual appraisals for management team and direct reports; support and coach to improve any performance gaps and conducts ongoing coaching to improve team. Communicates in a clear and concise manner to team, leading effective Shift Starter meetings / coaching sessions, keeping team well informed of pertinent information. Completes and holds team accountable to complete required Triangle Learning Academy within timeframes. Facilitate and lead team meetings. Ensure execution of the Customer Experience and provides resolution for all customer concerns. Develops and leads recruiting and hiring strategy for store, maintains a complete team Create succession plans through continuous training and development Leadership Acts a brand ambassador, promoting our stores, brands, and people internally and externally Continually motivates team and performance through recognition programs, store contests, customer compliments, etc. Maintain Mark’s performance management expectations (feedback/coaching); this includes progressive discipline where necessary. Follows the disciplinary process consistently and impartially. Promotes and maintains a positive and motivating work environment (safe, inclusive, and empowering) What you bring Proven ability to coach, mentor and develop department team and store team, through setting expectations, communication, coaching, feedback and ongoing support Proven ability to build and manage a daily, weekly plan for the department and store Exceptional communication skills Excellent organizational skills Superior training and mentoring skills 3-5 years retail experience required High energy, enthusiasm and a drive to succeed #LI-MM2