Customer Experience Lead
Our Story so far Founded in 1862, F.A.O Schwarz is one of the oldest and most iconic toy retailers in the world. Frederick August Otto Schwarz dreamed of a marvelous, bountiful emporium full of extraordinary, one-of-a-kind toys from all over the world. His dream became a reality, and as one of America’s oldest brands, we have provided this wonder to families for more than 150 years.
Our Vision is that we passionately curate an ever-evolving World of Wonder brought to life through our extraordinary people, experiences and products to create everlasting memories for all.
We drive quality and innovation, offering one-of-a-kind playthings and creating cherished memories for generations of children. We are more than a toy store. We are a place where toys come to life.
We have mastered the art of showmanship and grand merchandising, and we are pioneers of crafting the concept of in-store experiences which are driving the future of retail today.
Passion - Do what you love and love what you do. Engaging - Make the first move… Integrity - Do the right thing, even when no one is looking Collaborative - Support each other, win as a team Adaptability - Roll with the Punches! Driven - Be BOLD and go BEYOND Accountability - Own it!
Reporting to the Customer Experience Manager and working closely with the Sales Lead you are responsible for proactively handling all cash wrap activity from setting up the registers, handling money and closing out the registers.
You are the ‘go to’ person in store for any cash handling issues and you lead the cash register team to make sure the purchasing experience leaves the customers feeling good about their time in the store.
You motivate and inspire the cash register team to cross sell and up sell all products positioned around the cash registers to influence basket size and transaction value. You work with the Sales Leads and Managers to regularly communicate daily targets.
You share team performance around managing transactions and look for opportunities to be more efficient in the serving of customers. You also keep a constant check on the customer line and manage this through customer engagement to ensure the experience is as swift and engaging as possible. This includes calling in extra resources from around the store when needed.
You will also enable cashiers to assist in other areas within the store as needed by aligning with Sales Leads during quieter times, such as, returning bags to the front of the store, engaging with customers in the area around the cash registers and the upkeep of visual merchandising.
You will train associates from around the store on POS, Mobile POS and Send Sales to increase the skill set of the wider store team and ensure adaptability and understanding of all processes and procedures.
You will be leading in line with our values –
• Engaging Getting to know people and what makes them tick is part of who you are • Accountable Job satisfaction is about knowing you delivered on the objectives and goals you and the team were set. You are happy to ask for help and work with the team to deliver on time every time • Passionate You love what you do and love to share what you know to help associates develop their skills and knowledge • Driven Always striven to be the best version of yourself and inspiring that in those around you • Collaborative You are comfortable working as part of a team, supporting others and bringing your knowledge and expertise to conversations and the leadership of the store and our people • Integrity You are confident enough to be yourself knowing your style is a match for our brand allowing you to be genuine and authentic • Adaptability You can adapt your approach to get the most out of the team. Listening and using all the insight available to you to change direction at pace when something needs to change
When opening the store; • Count the safe funds and log (under dual control – can be another team member) • Open all registers and their respective Drawer Memos (Main Cash Wrap, Schweetz, Build-ABear) print register slips and log on cash handling worksheet. • Open Drawer Memo for all Mobile POS devices • Deploy all Mobile POS devices to each Zoned team member • Make sure all registers have adequate change • Make sure all Cash Wrap areas are stocked with supplies (Plastic Shopping bags, Paper Bags, Tissue Paper, Receipt Paper, Pens, Gift Cards, Staplers, Tape, Scissors) • Fill in as cashier as a back-up as needed when long lines form (redundant with ‘Spend time…’ below) • Ensure all cashiers have a clear goal for the day and share successes and learning from the previous day During the day; • Liaise closely with fellow Leads on the store floor to ensure prompt service to customers • Coach and give feedback to cashiers around store code and behavior • Proactively manage the cash register experience • Partner with the Service Manager and associates to help customer issue resolutions • Create change orders as needed • Receive Garda change orders and issue Garda deposit pick ups • Spend time at each cash wrap helping cashiers, maintaining standards (clean & safe), controlling lines and back up • Pull excessive cash from registers when drawers contain over $1000 • Touch base with opening or closing Customer Experience Lead for alignment and hand over • Perform IT equipment check to ensure devices are accounted for, swapped for fully charged devices and charge devices used earlier in the day
When closing the store; • Within the last hour prior to close – count safe funds and balance to $5,000 (under dual control) • Within the last hour prior to close - Start closing unused registers • 20 minutes prior to close – assist cashiers with final sales • Close remaining cash registers • Separate funds and arrange daily cash deposit, including deposit slip and deposit bag. • Verify Deposit Balance from TWR Analytics • Deposit is verified by a Manager, sealed and locked in safe. • Locate and secure all IT equipment. Track and log missing equipment and partner with closing manager. • Ensure cash wraps are tidy and back to standards. • Document a handover to the morning Customer Experience Lead to share any vital information and results for the day
The experience we are looking for from you
The way you and our cashiers conduct yourselves is extremely important. Always present yourself in a warm and friendly manner towards customers and colleagues. Respect is of the utmost importance.
If a customer has been waiting for a while in line, be sure to thank them for waiting.
You are one of the last touchpoints for our customers. You are also the last opportunity to add on to a customer’s purchase by suggesting any one of the items around the cash wrap. For example, if a customer is purchasing a battery-operated item, ensure to suggest this item for purchase.
Always ask about the customer’s experience during their visit. Did they find everything they were looking for? Engaging with the customer will enable you to find out more about any unmet needs that could translate into more sales.
FAO Schwarz is a Toy Store and a truly magical place for children, in particular. If there are children present during the checkout, be sure to engage with them as well. You can always ask them what their favorite part of the store was. Did they get to dance on the piano or see a magic trick? Commenting on the items they purchase is also a great way to engage.
Always close the sale by thanking the customer and welcoming them back to FAO Schwarz.
FAO Schwarz is an EEO employer - M/F/Vets/Disabled