The Service and Selling Manager directs the service, selling, and styling to achieve an engaging and inspiring store environment. This can include development of others, collaborating with key partners, and supporting store operations and visual needs.

Customer Experience

• Service Culture: leads by example in providing extraordinary service where all customers feel welcome, heard and valued; empowers the team to drive sales and metrics by utilizing key performance indicators to set team and zoning goals
• Omni-Channel Service: teaches the team to provide a frictionless customer experience by utilizing technology to transact in the moment, upsell, and clientele
• In-Store Styling: provides the tools needed for associates to deliver an elevated shopping experience through cultivating connections, creating an individualized service and styling experience
• Community Connection: supports the Store Brand Leader in curating events and experiences that are reflective of the interests of the local customer and surrounding community to drive brand engagement

Leadership Team Management 

• Customer Experience Management (CEM): oversees the training, development, and accountability of the CEM program, creating a culture that prioritizes service and sales
• Stylist Program: drives the styling program by empowering styling team members to cultivate relationships, generate new business, and mentor customer associates
• Prioritize Talent: supports the Store Brand Leader in identifying and onboarding external talent to add different perspectives and experience to the team; invests in internal employee engagement to retain a diverse team and fuel internal growth
• Team Development: utilizes brand resources to champion employee development and support initiatives such as the SPARKED Journal, employee recognition, and team building activities

Visual Business Operations

• Business Acumen: contributes to assessing sales forecasts to accurately schedule support and optimize peak selling hours through team initiatives, and using Company tools to identify merchant opportunities within product placement, outfitting, and stock levels
• Manage Operations: takes an active role in opening and closing, restock, standards, cleanliness, IT and facilities issues, and loss prevention efforts
• Product Flow and Omni: supports product flow processes which include shipment receipt, processing, security tagging, and preparing product for floor placement; oversees the omni process to ensure fill rates are maintained and the brand standard for omni organization is followed

Communication Relationships

• Inclusion: contributes to an inclusive environment by helping to amplify all voices, actively seeking and advocating different perspectives
• Team Education: facilitates the sharing of product knowledge, current trends, brand messaging, and store priorities through daily touchpoints with the team
• Goals and Expectations: sets individual sales goals and selling expectations to cultivate a collaborative selling environment
• Insights and Feedback: provides insights related to the customer and staff experience and communicates feedback to the Store Brand Leader

The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.

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