As an ASM, Omni Experience Manager, you will drive sales growth and profitability through the leadership of Fulfillment and shipping, Buy Online Pickup in Store (BOPIS), Same Day Delivery and Amazon Pick Up.
This role supports the growth of the omni contribution to our total business in response to ever changing customer shopping patterns.
The position focus for this role is on Ship to Home, Buy Online Pickup in Store.
You will lead a team that cares for our customers by delivering an outstanding omni experience. You are empowered to do the right thing.
We believe all goals can be achieved through our ability to grow outstanding teams.
Essential Functions :
Do the right thing :
- Be an expert of process, shipping, technology, accuracy, efficiency and customer experience.
- Engage Managers, associates and customers with a welcoming and friendly attitude
- Promote high store associate engagement through recognition, regularly communicating policies, and sharing of business-critical information
- Establish clear goals and expectations for omni Managers and associates
- Identify store and team needs and drive solutions to enhance store profitability
- Open and close the store, including weekends as appropriate
- Maintain a safe working environment
Care for our customers :
- Lead team to drive the omni customer experience in store
- Lead Managers and coach team to quickly and accurately pick, pack, and ship online customer orders
- Achieve Fulfillment and BOPIS goals and act on omni reporting analysis to identify opportunities for growth and improvement : STH and BOPIS ship and fill ratesBOPIS curbside wait timeBOPIS wait timeSTH units vs goalCustomer feedback on Omni initiatives
- Accountable to partner and train direct report team and store leadership team to execute successful processes, and process improvements for omni programs;
fulfillment and shipping processes, BOPIS, BOPIS curbside, Amazon pickup, and the Same-Day Delivery program.
- Train team on processes that support and improve the efficiency of the picking process on the selling floor such as clearance execution and stockroom organization.
- Achieve fulfillment goals by establishing clear priorities for BOPIS, Fulfillment, Amazon, and Same-Day Delivery. Hold associates accountable to key performance metrics i.
e. fill rate, cycle time, shipping goals, NPS survey feedback and BOPIS customer wait times.
- Review daily work and break schedules to ensure workload and productivity goal alignment.
- Leverage Human Resource and Staffing Partners to build strong functional schedules. Maintain adaptability to shift resources based on queues greater or less than forecast to provide optimum coverage as dictated by the workload.
- Technology proficiency in business-related computer equipment and software including order fulfillment technology.
- Responsible for fulfillment device inventory and accurate usage.
Grow outstanding teams :
- Engage and inspire a diverse group of people to deliver best in class results
- Develop and promote a diverse team
- Conduct timely performance coaching and communicate development needs with associates
- Be comfortable holding people accountable for performance and adherence to policy
- Recruit, interview, select, and retain quality associates to ensure all positions are filled in a timely manner
- Lead team onboarding and learning
- Communicate career paths and advancement opportunities with associates
- Demonstrate excellent verbal and written communications skills
Education / Experience Requirements :
Position Contribution Level :
Manager
Minimum Education & Experience :
Four-year college degree or equivalent combination of education and experience.
Preferred Education & Experience :
Retail experience
This role may be a fit if you have the following experience :
- Minimum 3-5 years managing teams
- Order fulfillment technology expertise
- Effective time management skills; prioritizing and managing multiple projects through delegation to direct reports
- Solution oriented; can identify and present opportunities for process improvement
- Excellent written and verbal communication skills
- Demonstrated ability to build partnerships across all levels and business functions
- Experience with developing and fostering productivity in a team environment
- Proficient computer skills
- Strong analytical skills
- Critical thinking and reasoning skills
Physical Requirements :
- Ability to use computer keyboard, telephone, and other related business equipment.
- Must be able to lift 40lbs.
- Ability to push / pull receiving equipment weighing up to 500 lbs. such as rolling flats, z-racks and pallet jacks.
- Ability to stand for long periods of time.
- Ability to work at a safe and steady pace.
Reporting Relationships :
Supervisor : Store Manager
Supervises : Omni Experience Manager, Omni Lead, Omni Associates
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