Lead Full-Time

JOB PROFILE: Lead FUNCTION: Gap Inc. Field REPORTS TO: General Manager DATE: March 2019 ABOUT THE ROLE As a Lead, you’re responsible for supporting our management team by performing functional tasks as assigned. You will act as a mentor and role model to Experts & Brand Associates to support service behaviors and the execution of tasks in specific areas of expertise. You will focus on leading process(es) and/or areas of the business, executing tasks and maintaining productivity to ensure goals are met. Through collaboration with your leadership team, you’ll teach and coach your team and drive behaviors to deliver a best-in-class experience to our customers. CRITICAL COMPETENCIES Drives Results Customer Impact Accountability Talent Builder ORGANIZATIONAL LEADERSHIP • Take pride in the brand, product, store and team to deliver a compelling shopping experience for our customer. • Team oriented, approachable, respectful and is looked up to as a role model of the brand. • Maintain a clean and safe environment to prevent loss and minimize risk. • Demonstrate interest and initiative to develop skills and improve capabilities. • Lead processes and completes work based on management direction for functional areas within the store • Demonstrate values and behaviors consistent with our culture. • Uphold all company policies as outlined in policy and procedure guide to include; Code of Business Conduct, Employee Policy Guide and Employee Appearance Guidelines. WHAT YOU’LL DO WHO YOU ARE • Consistently treat all customers and employees with respect and contribute to a positive work environment. • Promote customer loyalty by educating customers about our loyalty programs. • Serve as a role model to achieve priorities in store with the customer as the primary focus. • Seek out and engage with customers to drive sales and service using suggestive selling. • Enhance customer experience by using all omni channel offerings. • Take action based upon direction from the Service Leader and collaborate effectively with employees. • Support Service Leader duties during non-peak hours. • Build and share expertise in an assigned specialized functional area. • Support completion or work processes before or after the store closes as needed inclusive of opening and/or closing the store as needed. • Be accountable to personal goals which contribute to overall store goals and results. • A current or previous retail employee with 6 or more months of experience. • A good communicator with the ability to effectively interact with customers and your team to meet goals. • A customer-focused service provider both on and off the sales floor to help deliver an exceptional experience for our customers. • Able to demonstrate interest and initiative to develop skills and improve capabilities. • Passionate about retail and thrive in a fastpaced environment. • Determined to effectively lead and inspire others to learn and grow through coaching and mentoring. • Agreeable to work a flexible schedule to meet the needs of the business, including holiday, evening, overnight and weekend shifts. • Able to utilize retail technology. • Able to maneuver around the sales floor, stockroom and office and can lift up to 30 pounds. • Ability to travel as required. COMPETENCIES AND BEHAVIORS: Lead DRIVES RESULTS: Fulfils assigned tasks • Works towards commercial and business goals, focuses on activity • Understands the importance to the business of achieving commercial success Works to make things better • Looks for opportunities to improve and takes ad hoc actions • Delivers as long as there are no major obstacles based on original plan without contingency • Understands the general profit drivers for area CUSTOMER IMPACT: Responds to the customer • Responds to customer requests, when asked • Knows and can describe own immediate operating environment well • Describes and focuses on the organization’s offerings to the customer Has basic understanding of the customer and uses it • Listens to the customer’s feedback and acts on it • Knows and can describe general industry characteristics and trends • Identifies the basic forces of the market at a general level: typical customers, suppliers, products, and biggest or best-known competitors ACCOUNTABILITY: Lets people follow guidelines • Sets specific, clear performance objectives, standards, accountabilities, and process goals for individuals or groups, with potential for measurement • Pays close personal attention to the details of a process; checks things out to ensure they are done right • Adheres to core business planning and reporting processes; personally attends to details TALENT BUILDER: Supports development in a general way • Distinguishes between high and low performers • Encourages those who try to develop or who show improvement • Broadly articulates and supports requirements to advance in general terms • Sends people on standard training without specific objectives • Identifies general recruitment needs