Adidas America, Inc. Retail Team Leader - Customer Experience, 5th Avenue Global Flagship in New York, New York
Line of Business: Retail
Department: Customer Service
Location (City): New York City
Direct Reporting Line (ad): Consumer Experience ASM
Indirect / 2nd Direct Reporting Line: Consumer Experience AGM
Personnel Managed (Y/N): Y
Key Interfaces (Relationships with other dept/groups): Customers, Peers, Supervisor, Key City Activation Team, Vendors and Supports Functions
The purpose of the Consumer Experience Team Lead is to ensure the various and unique consumer experience touchpoints in the Brand Flagship store are executed to standard and provide an amazing and differentiated experience for our consumers.
Maintain and build consumer relationships by proactively reaching out to consumers with information regarding unique consumer experiences and events within the Flagship store
Manage day-to-day operations of Consumer Experience Services (as applicable and assigned per store) including:
3rd Party Paper Goods (Books, magazines, etc)
Test & Create Areas
Support logistics for local store events and activations for the store with impact on their designated consumer experience
Actively maintain relationships with key adidas Group stakeholders (Business Units & Marketing Activation) and EXOS, Nutrition products vendor)
Monitor and analyze performance data and make any necessary adjustments to drive commercial success within your assigned consumer experience area
Allocate resources and organize processes within your assigned area to drive efficiency and productivity
Be a role model for the service model - Connect.Enage.Inspire - and meeting or exceeding customers' expectations
Supervise and coordinate the team to ensure all customers receive a premium service level at all times
Lead your team to meet or exceed customer expectations at all times
Be a Brand ambassador, consistently exhibiting the Brand attitude and values
Guide and train all team members within your assigned area on foundational and seasonal Brand and product knowledge
Coordinate team members to consistently execute and maintain established Visual Merchandising and In-Store Communication standards in your assigned area
Manage merchandise delivery processing on the same day it arrives
Maintain a constant knowledge of product launches and scheduled deliveries of such product.
Keep an organized stockroom and direct sales floor replenishment to ensure your assigned area's and/or the entire store's complete product offer is immediately available and easily accessible to customers on a consistent basis
Execute all applicable loss prevention procedures
Maintain a safe and productive shopping and working environment
Support the recruitment, onboarding and training of store team members
Manage talent of employees within your assigned area to maximize their performance
Share, practice, and enforce best practices to drive the overall store team performance
Complete all applicable training programs and effectively apply the learning on the job
Seek coaching and learning opportunities to continually improve your performance and the performance of your team
Knowledge, Capabilities and Experience:
Must possess and consistently exhibit the competencies relative to the position
Excellent networking skills and customer relationship management
Experience Managing a team
Knowledge and experience in driving financial results through Consumer Experience Services
Has a background in sports or currently involved with a sports team/activity
Has a background in retail sales and/or in a customer service facing role.
Demonstrates the ability to lead a team to commercial and customer service goals
Possesses and displays motivation and excitement to all team members
Ability to work in high-stress situations effectively without compromising their team's success
Displays product knowledge of both Adidas & 3rd party products
Understands the challenges of the retail world and is able to leverage previous learnings
Knowledgable about leading teams across different Consumer Experience areas
Has local knowledge of sporting events and city sporting events and is able to communicate them effectively to their team as unique selling points for products and services
While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to stand; walk; use hands to finger, handle, or feel; and reach with hands and arms. The employee is occasionally required to sit; climb or balance; and stoop, kneel, crouch, crawl, and operate a Brannock device.
The employee must frequently lift and/or move up to 25 pounds and occasionally lift and/or move up to 50 pounds.
Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, and ability to adjust focus.
Minimum 12 months work experience in a sports/fashion customer and commercial focused retail environment with advanced selling experience and comprehensive product, retail and industry understanding, [as well as with first supervisor experience]
Intermediate math, and advanced verbal and written communication skills
Must be 18 years of age or older.
We are intensely proud of the progress we’ve made creating a diverse and inclusive culture at the adidas Group. But there is always more work to be done. Our goal is an adidas Group where every single person feels welcome. We believe in equality for all, regardless of race, age, abilities, gender, gender identity, sexual orientation, ethnicity or religion. We hold ourselves to the same high standard for all our workplaces around the world, without exception.