Lead, Customer - Gap - Ridge Hill

Gap Inc.
Oct 17, 2016
Oct 19, 2016
Employer Type
Direct Employer
Employment Type
Full Time
Lead, Customer - Gap - Ridge Hill



Store: Sales Associate/Stock/Supervisor


188426 Requisition #


5 hours ago Post Date

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GENERAL SUMMARY: The Lead executes the day-to-day business plan created by the Senior General Manager/General Manager and fosters a positive customer and employee experience. The Lead supports the on-the-job training of associates while communicating development feedback to the leadership team. The Lead supports the leadership team in fostering a positive work environment that ensures both internal and external customer satisfaction and drives sales. Providing our customers with an optimal shopping experience is our #1 priority. The Lead is required to work together with peers and sales associates and perform a variety of cross-functional tasks as assigned by the leader on duty.


The lead is also responsible for the Areas of Accountability that fall under each category below.

Customer Engagement

Acts as the leader on duty occasionally as needed and consistently models the brand service standard and sub-brand selling behaviors during non-peak business hours.
Enforces all loss prevention policies, and communicates violations to the leadership team or the Code of Business Conduct Hotline.
Executes shortage action plan to minimize loss while achieving shrink goals.
Maintains company standards of neat, clean and organized sales floor and stockroom.
Shares feedback from customers with leadership team to improve the overall customer experience.
Treats all customers with respect consistently and contributes to a positive work environment.
Role models a positive work environment for all employees.

Daily Operations

Ensures all back room areas including bathrooms and employee break areas are cleaned regularly.
Influences employees to support an operationally efficient and effective process driven environment.
Upholds all company policies as outlined in the Policy and Procedure Manual, including the Field Employee Policy Guide and Code of Business Conduct.
Supports the leadership team to ensure store compliance audit standards are met and maintained.
Communicates daily goals and priorities to support associates, redirects activities as necessary to achieve productivity standards.
Helps store drive all key performance indicators as determined by store leadership team as it relates to the lead's areas of responsibility.

Talent Development

Supports on-the-job training for sales associates on company initiatives and standards to ensure that everyone fully understands company direction.

Talent Management

Communicates any policy violations to the leadership team in a timely, confidential manner.
Communicates development feedback of sales associates to the leadership team.
Supports employee engagement by recognizing and rewarding outstanding performance


Action Oriented
Customer Focus
Drive for Results


Reports to the Assistant General Manager/Assistant Manager.
Supervises sales associates.
Interacts with district manager and other business partners.

As a Lead you may have responsibilities in one of the following roles.

Lead - Customer

Customer Engagement

Participates and supports community involvement to drive brand loyalty and awareness.
Suggests a GapCard/Customer Information Capture to customers, informing them of the benefits.
Handles customer situations in compliance with policy and procedures; escalates issues as appropriate.

Daily Operations

Monitors floor coverage during non-peak hours to complete all workload and to ensure compliance to meal and break policies.
Supports all cash wrap procedures requiring management approval to ensure customers are served in accordance with customer service and cashier guidelines.
Monitors the store fund (i.e., safe and registers) to ensure the store has appropriate funds for daily/weekly business needs.
Stays current on goals and priorities as it relates to the selling floor.

Talent Recruiting

Supports the leadership in identifying qualified external talent to create a network of sales associate bench talent.


Ability to model professional behavior, as outlined in the Code of Business Conduct, at all times.
Ability to communicate effectively with sales associates, customers and management.
Ability to follow written or verbal instruction.
Ability to create a positive work environment.
Ability to listen to feedback and take constructive action.
Ability to demonstrate excellent customer service when on sales floor.

Minimum educational level:

High School graduate or equivalent.

Minimum experience:

Six months of Gap Inc. experience preferred.
Previous retail experience preferred.

Physical Requirements:

Ability to communicate effectively with customers and store employees.
Ability to maneuver around sales floor, back room and office areas.
Ability to lift and carry 30 lbs.

Schedule Requirements:

Open availability and flexibility to work nights, weekends, including opening and closing shifts, to meet the needs of the business.
Regular attendance is an essential function of the job.

This job description intends to describe the general nature and level of work being performed by people assigned to this job. It is not intended include all duties and responsibilities. The order in which duties and responsibilities are listed is not significant. 393baf3250a248fbbe39c351bd1adee4