深圳招聘

TITLE: Senior Manager Customer Experience
GRADE: 22
REPORTING TO: Director, Gap Specialty Store Operations

GENERAL SUMMARY: The Senior Manager of Customer Experience is responsible for leading and developing strategies for Gap Specialty, Greater China to deliver compelling and elevated customer experience (external and internal) and to achieve our brand promise to “delight our customers.” This position is responsible for leading Customer Relations as a shared service for Greater China sister brands: Gap Specialty, Gap Outlet and Old Navy. The Senior Manager achieves results through exceptional decision quality, diplomacy and problem solving, an extraordinary customer focus, outstanding planning and process management and effective negotiating skills. This position has responsibility for working with business partners and vendors, and involves making high level decisions, professional communication and maintaining a high level of interaction.

ORGANIZATION RELATIONSHIPS: This position develops strong partnerships with Upper field and HQ teams to influence others within the organization at all levels. Builds and maintains strong cross brand and cross functional partnerships to drive the strategic development of work forward within Gap Inc values, market and brand Goals. Collaboration on projects and strategies with Stores Operations, Learning and Development, Production, Government Affairs, Loss Prevention and Risk Management.

ESSENTIAL DUTIES & RESPONSIBILITIES:
1. Customers & Markets:
? Develop strategy for implementation and measurement of service initiatives aligned with organizational objectives
? Ensure the quality of the customer’s brand experience
? Manage analytics and communication of Customer Experience Survey results and develop plans for continuous improvement
? Strategic management of field engagement programs and events
? Identify and apply principles and methods of quality and process improvement
? Manage escalated customer issues
? Drive consistency by ensuring quality through regular monitoring and documentation of customer enquiries
? Mitigate the exposure risk to Gap Inc. by effectively supervising and reporting customer Escalated, Risk Management and Loss Prevention issues
? Identify and report critical/reoccurring customer service issues to Director and present suggested resolution

2. Managing & Operating Practices:
? Develop tactics to meet service level, response time, quality, and cost targets related to Customer Relations
? Monitor and ensure achievement of all stated metrics and service levels
? Provide input for system development and enhancement innovations
? Ensure complete communication--up, down, and across the business
? Serve as point of contact for external vendors




3. People:
? Provide supervision of Project Manager Service, Recognition and Events
? Act as liaison between sister brand Operations members, as well as cross functional business partners
? Actively engage in career development for direct report(s)
? Create training documents and processes for field, internal partners and vendors.
? Create and sustain an environment that motivates high performance, recognizes and rewards excellence of individuals and teams, and results in employee commitment

REQUIRED QUALIFICATIONS:
1. Knowledge, skills & abilities:
? Superior ability to anticipate and provide customer care
? Demonstrated leadership, including the ability to lead, manage and develop high profile projects
? Proven track record forming partnerships and influencing effectively across levels and functional areas and levels within the organization
? Excellent ability to motivate and develop employees
? Excellent time management, organizational and follow-up skills
? Appropriate sense of urgency with demonstrated ability to work independently and make effective decisions in a timely manner
? Ability to deal with ambiguous situations and act quickly and decisively
? Knowledge of industry best practices
? Proven success in vendor management and the ability to influence key decisions based on the needs of the business
? Strong negotiation and problem solving skills
? Integrity and trustworthiness
? Excellent analytical skills
? Strong oral and written communication skills
? Fluency in English both written and verbal
? PC skills: Microsoft Office—Word, Excel, Access and/or other software/database skills

2. Minimum educational level:
? Bachelor’s degree preferred or equivalent experience

3. Minimum experience:
? 6+ years customer service and operations experience, with progressively increasing scope and responsibility in a complex environment
? 4 + years management experience, with a proven track record of developing and managing high performing teams
? Field experience preferred
? Domestic travel may be required

GAP为各年龄层消费者带来经典的美国风尚。
 
从1969年创立以来，GAP一直广受时尚消费者青睐，人们喜欢用GAP时髦又休闲的服饰轻松搭配，穿出自己的时尚风格。今天，GAP依然是人们选购T恤、帽衫、贴身裤装和牛仔等衣橱必备的首选品牌。
 
从最初的Gap发展到现在包括GapKids, babyGap, GapMaternity和gapbody的全系列产品，GAP能满足各年龄层消费者的时尚需求。
 
发展至今，GAP已成为以“酷、自信、休闲”风格的服饰演绎生活方式的文化标志。