Team Manager, In-House Personal Shopper in Hoffman Estates, IL at Transformco

Date Posted: 11/24/2019

Job Snapshot

  • Employee Type:
  • Location:
    3333 Beverly Road
    Hoffman Estates, IL
  • Date Posted:
  • Job ID:

Job Description

Req/Job ID: 990656BR
Employing Entity: Transform SR Holding Management LLC
Employment Category: Regular, Full-time
Job Function: Team Lead
Store ID: 58491: Sears Holdings Management Corp

As a Team Manager, you will grow, develop and inspire a diverse team of In-House Personal Shoppers that serve our members and their clients across the United States. Working side-by-side with our top-notch team of In-House Personal Shoppers you will assume responsibilities for onboarding and the ongoing training of the Personal Shoppers on your team. Celebrating and coaching In-House Personal Shoppers to meet performance targets, supporting the larger Personal Shopper team goals, and ensuring that the Shop Your Way values are delivered to our best members while ensuring our members have nothing less than a fantastic experience with us on a daily basis.

Personal Shoppers are instrumental in creating the stylish, forward-thinking, personalized experience that stays true to the Shop Your Way ecosystem. Personal Shoppers following the core tenets of the team: 1. Uncompromising Quality 2. Customized service 3. Delivering Convenience at Every Turn 4. Relentless passion for the member. Thus creating enduring relationships that are rooted in what the member likes, loves, and wants as we get to know and serve the member.

The Team Manager will lead our services by inspiring, monitoring, and developing a diverse team of Personal Shoppers. You will be responsible for performance management of team members by monitoring, coaching, and providing feedback. This position above all promotes the member relationship and the Shop Your Way ecosystem as a solution to saving time and money. Through your expertise in leading associates, you will promote the sale of products and services which are within and outside of the SHC. Additionally, this position performs administrative duties, including hiring, scheduling, performance managing, and application of organizational policies and procedures. This position also provides leadership by delegating and empowering associates, recognizing and rewarding customer centric and sales behaviors, and communicating openly with the team. Through your direction and inspriation the services experienced by our clients will be noteworthy and bragworthy, as demonstrated by the NetPromoterScore (NPS), retention, and other metrics that are indicative of member satisfaction.

Job Requirements

Job Duties/Responsibilities:
  • Manage a team of Personal Shoppers by providing them with daily goals, performance objectives, and general coaching and feedback. Develops and maintains positive and professional relationships with senior management, peers, and subordinates.
  • Manage escalated member and client issues, providing immediate, hands on ownership and resolution, ensuring the satisfaction of the member.
  • Performs supervisory responsibilities, including but not limited to: making employment decisions regarding hiring, promoting, demoting, and terminating; conducting performance appraisals; and coaching and development associates. Evaluate the team on performance, while also tracking various productivity and performance standards to ensure the team is meets targets.
  • Generate new ideas and processes that will help scale our platform. Provides an environment of open communication with all team members.
  • Supports order management, as necessary.
  • Assist with hiring; onboard new hires, provide support and coaching throughout the ongoing development of the Personal Shopper.
  • Provides feedback as needed, on a continuous basis and during scheduled mid-year and annual evaluations. As needed, develop Performance Improvement Plans and use other support and development tools to drive results with the Personal Shoppers. Monitors all team member activities including attendance, paid time off (PTO), training, and unpaid time off
  • Acknowledges performance through recognition, which may include team incentive programs with expected and actual results
  • Performs other duties as assigned
Job Requirements:
  • Reliable for efficiency, accuracy and attention to detail. Ability to work in a dynamic environment, learn quickly, and multi-task with ease.
  • Independent, self-starter with experience directing own work.
  • Proficient with Apps and mobile technology, email organization, google drive, and have intermediate technical skills.
  • Strong leadership and teamwork skills.
  • Ability to analyze information and processes, identify root causes and develop/implement approved solutions.
  • Well-developed oral and written communication skills that can be addressed with a wide variety of people internally and externally. High comfort level with chatting and developing a rapport with people. You love connecting with people using Apps.
  • Work well under pressure and have experience with outbound selling.
  • Outgoing personality. Dependable for providing essential support to a team and excellent communication skills.
  • Microsoft Office computer skills, including Word and Excel. CRM experience a strong plus.
  • Attend a mandatory 2-week onboarding/training session at the start of your hire date.

#Corporate, #CallCenter, #SYW