Talent Operations

**JOB PROFILE**:Lead**

**FUNCTION**: Gap Inc. Field **DATE**:March 2019
**REPORTS TO**: General Manager

**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 **A current or previous retail employee with 6 or with respect and contribute to a positive work more months of experience. environment. ** A good communicator with the ability to
- Promote customer loyalty by educating effectively interact with customers and your customers about our loyalty programs. team to meet goals.
- Serve as a role model to achieve priorities in **A customer-focused service provider both on store with the customer as the primary focus. and off the sales floor to help deliver an**:

- Seek out and engage with customers to drive exceptional experience for our customers. sales and service using suggestive selling. Able to demonstrate interest and initiative to
- Enhance customer experience by using all omni develop skills and improve capabilities. channel offerings. **Passionate about retail and thrive in a fast-**
- Take action based upon direction from the paced environment.

Service Leader and collaborate effectively with Determined to effectively lead and inspire employees. others to learn and grow through coaching and
- Support Service Leader duties during non-peak mentoring. hours. **Agreeable to work a flexible schedule to meet**
- Build and share expertise in an assigned the needs of the business, including holiday, specialized functional area. evening, overnight and weekend shifts.
- Support completion or work processes before or Able to utilize retail technology. after the store closes as needed inclusive of **Able to maneuver around the sales floor, opening and/or closing the store as needed. stockroom and office and can lift up to 30**:

- **Be accountable to personal goals which pounds. contribute to overall store goals and results. 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 peo