Customer Experience Leader - New Store Opening- West Edmonton Mall

Customer Experience Leader

The Customer Experience Leader is responsible for driving exceptional customer experiences across all touchpoints within the retail store. This role supports the store management team by overseeing customer experience and overall store operations during breaks and peak periods. This role acts as a liaison between store management and performance specialists, ensuring smooth store operations and maintaining high standards of customer service.

Compensation Information

Starting Rate: $21.85 + Commission

ESSENTIAL DUTIES AND RESPONSIBILITIES

SALES

1. Creating connections with customers and offering specialized product knowledge to generate sales.
2. Expert knowledge in zoned department that creates an elevated customer experience.
3. Expected to engage customers and provide excellent customer service in order to meet or exceed assigned sales plans and target metric within the assigned store.
4. Ensures proper zoning and coverage in key areas of the store during break segments.
5. Maintains a commitment to the company’s sales processes, values and business code of ethics.
6. Properly and accurately retrieves or receives merchandise for customer.
7. Completes POS transactions that require approval and override. Opening and closing the POS, returns, exchanges, employee discounts and inventory control transactions.

PRODUCT

1. Assists in proper product placement and consistent execution of company’s marketing and visual presentation standards and directives.
2. Sets up visual displays, arranges merchandise on the sales floor to promote sales.
3. Maintains visual and marketing standards.
4. Ensures accurate display and product pricing.
5. Stock shelves and end caps with merchandise. Sets up displays, end caps and bins according to company directives.
6. Ability to professionally communicate and engage customers by answering questions and sharing product features and benefits.

PEOPLE

1. Collaborates with the store management team to provide quality training and guidance to new team members.
2. Provides coaching and development as directed by Store Management team to enhance the performance of the Performance Specialist team.
3. Demonstrates teamwork by working cooperatively with others toward common group objectives, demonstrating respect for the ideas and contributions of other team members.
4. Cultivates positive relationships with other associates, and provides assistance and support to others.
5. Represents the company in a positive manner both with internal and external customers.

OPERATIONS

1. Completes all inventory processes promptly and accurately in order to limit losses and shrink.
2. Documents any customer or employee incidents that occur.
3. Responsible for heavy amounts of stock functions including, but not limited to, stock processing, filling and stocking floor racks and back-stock racks, in-store inventories, shifting bins and walls of product, etc. Physical workload and manual labor to be performed by associates may be heavy (warehouse environment).
4. Completes change request orders, reconciles end of day banking when requested by General Manager and Store Manager.
5. Complies with policies and procedures at all times.
6. Will maintain keys to the store to complete opening and closing responsibilities as scheduled.
7. Completes quality store recovery throughout the shift and at closing in order to prepare for the next day’s business.
8. Willing and able to clean shelves, counters, tables, floors and overall store.
9. Completes daily housekeeping and cleaning to ensure store is always visually appealing to customers.
10. All employees are required to use ladders as an essential function of this job, as that is part of the daily duties to maintain the store’s daily operations and in order to service customers.

ADDITIONAL RESPONSIBILITIES

To be determined by your Management at any given time.

SUPERVISORY RESPONSIBILITY

This role is a lead position with the primary purpose to ensure the store daily operations are executing at Company described standards. This position is not a management position and will not confront employees on personnel issues but will document and notify management. Responsible for documenting daily incidents either from customers or employees when they are leading the stores in the absence of a member of management.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

JOB REQUIREMENTS

1. Minimum 1 year experience in a supervisory role that is responsible for customer experience.
2. Ability to execute excellence to company standards at all times.
3. Must possess good written and verbal communication.
4. Must produce work that is accurate, thorough and meets requirements on consistent basis.
5. It is a condition of employment, and responsibilities require, that you are flexible with regard to hours and days worked, including when we may need to increase or decrease your hours based on the needs of our business.

EXPERIENCE and/or EDUCATION

1. A minimum of one-year cumulative retail/customer service experience required.
2. High School Diploma, or equivalent.

LANGUAGE SKILLS

Ability to read and interpret documents such as safety rules, policies and procedures, and operating and maintenance instructions.

MATHEMATICAL SKILLS

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs. Good cash handling skills required.

REASONING ABILITY

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form.

SUPERVISION

Direct Supervision

PHYSICAL DEMANDS

While performing the duties of this job, the employee is occasionally required to remain in a stationary position, walk, reach with hands and arms, push, pull, grasp (simple/power), twist (neck/waist), stoop, bend, and kneel. The employee is occasionally required to sit. The employee constantly positions him/herself, including under counters, fixtures or in storage areas to operate a variety of office machines, such as a cash register, computer, fax machine, calculator, computer printer, etc.; stock merchandise on shelves, counters and tables, handle inventory, clean the store, etc. The employee is required to consistently move about inside the store to greet and sell to clients, stock or arrange merchandise, inventory; clean the store, etc. The person in this position frequently communicates with customers, both in person and over the telephone, to meet, greet, service and to sell products; communicates with Store Manager for direction, etc.; be able to document incidents in the absence of managers; must be able to accurately exchange information in these situations. The employee frequently ascends/descends a mobile ladder or step stool to access shelves, stock shelves, arrange merchandise, clean the store, etc. The employee must be able to regularly lift and/or move up to 50 pounds, carrying at a specified distance dependent on work area, or use the Buddy System, e.g., soliciting assistance from a co-worker.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

WORK ENVIRONMENT

While performing the duties of this job, the employee is exposed to very loud music. The noise level in the work environment is usually very loud.

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions, who are otherwise qualified for the job position, to perform the essential functions.

About Skechers
Skechers (NYSE: SKX), a global, Fortune 500 brand develops and markets a diverse range of lifestyle and performance footwear, apparel, and accessories. Developing comfort technologies is the foundation of all we do – delivering stylish, innovative, and quality products. Serving over 180 countries and territories, Skechers connects customers to products through department and specialty stores, e-commerce and digital stores, and through our more than 5,200 company-and third-party-owned retail locations. Headquartered in Southern California, with offices and distribution centers around the globe, Skechers has spent 30 years helping people of all ages look and feel good.

Equal Employment Opportunity
Skechers is an equal opportunity employer and, as such, Skechers is committed to providing equal employment opportunities to all applicants and employees. Skechers employs and treats any and all applicants and employees on the basis of merit, qualifications, and competence. No question on this application is used for the purpose of limiting or excusing an applicant from consideration for employment.

Reasonable Accommodation
I understand that Skechers makes reasonable accommodations for disabled employees if requested, unless to do so would pose an undue hardship, in accordance with applicable legislation. It is your responsibility to notify Human Resources if you require a reasonable accommodation to fulfill the essential functions of your job.