Guest Experience Leader

Guest Experience Leader

Bloomingdale's makes fashion personal and fun, aspirational yet approachable. Our mission is to guide and inspire our customers to make style a source of creative energy in their lives. We will always strive to make Bloomingdale's like no other store in the world. Everyone plays a critical role to bring our mission to life. Regardless of position, we believe all colleagues have a voice and access to share their thoughts with every level of leadership. Our colleagues are passionate, driven, entrepreneurial and collaborative. We welcome and embrace diversity of background, thought and opinion while having a lot of fun along the way.

Be on the front lines of a store like no other. The GEL is highly present and involved on the selling floor, immersing self into the customer experience. The GEL will interact in the moment with the customer, proactively anticipating their needs and creating opportunities to elevate the experience with the goal of creating the best possible customer experience and maximizing sales. Highly interactive with both associates and customers, the GEL moves through the store constantly during the shift to gain total oversight of the selling environment, resolving spontaneous customer issues and adjusting resources to drive sales and service. The GEL must be able to intercede, handle tough issues, make decisions, and quickly establish rapport with customers. The GEL reports to the General Manager. Essential Functions: Fueled by the Power of Relationships - Acts as a Role Model of Service. Greets all customers. Actively engages in conversation with customers, takes next steps appropriately (e.g. walks them to their destination, introduces them to a Sales Professional, answers questions about the store/events/policy). Is familiar with all areas of store and with associates; is able to refer and recommend people and product based on that knowledge. Anticipates potential customer issues and always acts with a sense of urgency to resolve them. Responds urgently to customer complaints; is empowered to resolve customer issues. Exhibits sound judgement under pressure. Knows the customers and clients who shop frequently; greets them by name and acknowledges our appreciation for their business. Mentors associates on all store processes and procedures to ensure an outstanding customer experience. Performs closing functions, not limited to register and equipment. Has 4-wall responsibility in the absence of other leadership members. Is the primary responder-- on call to facilitate overrides, address and resolve complaints, to respond to calls for coverage or support help. Actively supports total store priorities and establish self as an available and engaged leader. Provides visible store oversight. Shares responsibility and ownership of store family behavior, performance and engagement. Driven by our Desire to Win - Listen to and understand customer requests trends. Actively advocates for the customer. Solicits feedback, listens and responds to the customer's needs and seeks opportunities to improve the service experience. Ensure that staffing coverage is appropriate. Walks the floor and moves Sales Professionals around as appropriate based on traffic. Partners with the Sales Managers to ensure that lunches and breaks are taken appropriately. Reports coverage issues to management to address on-going staffing or scheduling issues. Identifies and monitors key service impression areas to ensure that most critical areas are attended to even during times of minimal staffing. Leads the fulfillment strategy throughout the shift. Responsible in conjunction with the Business Managers for assuring the proper maintenance, fill in and recovery of the selling floor at the end of the night is to standard. Identifies issues in fitting rooms (cleanliness, lack of attention to customers) and partners with the Business Managers to address/resolve. Committed to a culture of Collaboration and continuous learning - Observes, coaches and role models customer-centric selling behaviors at all times to drive the consistency and quality of interactions. Inserts self into selling interactions to elevate the experience and maximize the sale; takes advantage of teachable moments to improve Sales Professional performance; redirects/coaches behaviors, recognizes and celebrates positive performance. Ensures all events and promotions are thoroughly understood. Ensures associates are connecting promptly and genuinely with every customer. Redirects and coaches behavior of Sales Professionals as needed. Communicates consistently with management about any customer experience and floor coverage issues; collaborates to find solutions and avoid future issues. Shares observations of both positive and negative behavior. Embraces the opportunity to assist and empower associates in resolving customer issues. Champion use of selling technology to support a seamless customer experience; deliver omnichannel competency by optimizing use of tools/following standard procedures.

Qualifications:

• 3-5 years related experience.
• Excellent written and verbal communication skills.
• Ability to read, write, and interpret instructional documents.
• Basic math functions such as addition, subtraction, multiplication, and division.
• Requires ability to manage people, resources and workflow independently and effectively with minimal direction to drive business outcomes.
• Able to work as part of a team.
• Microsoft Excel proficiency.
• Superior organizational and time management skills.
• Must be able to multi-task in a fast-paced environment.
• Proven ability to build cross functional relationships across the organization.
• Must possess a strong sense of urgency.
• Ability to work a flexible schedule based on department and store/company needs. Regular, dependable attendance and punctuality is required.

Location:

Bloomingdales is hiring for a Guest Experience Leader Position in SoHo, New York City. Base pay starts at $17/hr.