Babies "R" Us, Baby Registry Department Supervisor

General Description/Primary Purpose

Babies “R” Us/Toys “R”Us team members relentlessly strive to make “R”Us the best toy and baby retail Company in the world. As the Department Supervisor for Registry, you will serve as an Expert/Category Pro, providing industry leading expertise and making the customer experience as easy as possible, while also leading the operations of a critical department for the store: Baby Registry. The department supervisor is seen as a service role model in the Store, always putting the customer first.  In addition, you will help ensure your team of Registry Consultants delivers on our guiding principles.

The Registry Department Supervisor is responsible for developing a knowledgeable team that consistently delivers a flawless customer service experience and selling culture that set Babies“R”Us/Toys”R”Us apart from the competition. In this position, the Registry Department Supervisor will ensure that their team of Registry Consultants greets and engages customers at the Registry desk. Ensure the registry experience extends beyond the desk, providing registrants and gift givers with support and confidence that they are making the best product decision and that they have selected the right place to make those decisions. The ultimate goal of this role is to ensure that their team is creating an emotional connection with every person involved with the arrival of a new baby and creating customers for life.

The Registry Department Supervisor will also be responsible for ensuring that their team is focused on and delivers all company metrics related to the registry process and Medalliaresults, along with providing development and coaching any Registry Consultant not meeting these expectations. Their team is also responsible for promoting and driving the participation in parenting and learning sessions conducted in the store, as well as additional services such as: “R”Us Credit Card, Square Trade , “R” Us Loyalty program.

The Registry Department Supervisor is responsible for working with Registry Consultants on customer service, selling skills and product knowledge. This position is expected to perform a wide variety of activities aimed at driving sales and managing the training and development of Registry Consultants in the Baby Registry department. They serve as the subject matter expert on the registry process, merchandise selection and are responsible for ensuring that all business initiatives are implemented and executed per Company SOP.  In addition, they are responsible for performing and completing their daily Routine Action Plan (RAP Sheet).

Availability Requirements

This is a full time position and requires full availability including nights and weekends. This position reports directly to the Store Manager and is expected to coordinate and deliver department training to Registry Consultants. Registry Department Supervisors will spend the majority of their time (90%) working on the sales floor, devoting approximately 2/3 of that time to driving registry activities during peak traffic hours.

Responsibilities/Qualifications

• A love of babies and a desire to make it easier for parents to make the best possible choices as they care for their babies
• Commitment to convey the company mission, vision and guiding principles
• Deliver an impactful customer experience, with every interaction, always putting the customer first
• Possess a high degree of interpersonal skills with an outgoing, friendly, pleasant personality that represents the “R”Us brand
• Possess the ability to relate with and adapt to different types of customers to meet their individual needs
• Utilize strong Communication skills and display active listening to assist customers in making their purchases as well as communicating all pertinent issues to team members
• Display a positive attitude while assisting multiple customers and servicing/resolving issues rapidly
• Demonstrate the use of selling skills by:
  • Deliver flawless service by establishing a selling culture and always finding a way to “Yes”
  • Asking open-ended discovery questions in order to determine the right product for a customer based on their needs and/or lifestyle
  • Using product knowledge to assist the customer with product choices and suggest add-on items to increase items per transaction and average sale
  • Promoting and offering applicable services to the customer such as “R”Us Credit Card, Square Trade , “R” Us Loyalty program, Registry benefits and events available at the Store.
  • Use “Save the Sale” concepts to ensure that we are utilizing all available Omnichannel options for Customers when items may be out of stock in store
• Must possess high Organizational and operational knowledge –know the business. Leverage technical/functional expertise.
• Participate in weekly staff meetings with the store management team, as well as daily huddle meetings
• Exhibit an ownership attitude by promoting partnerships with store management
• Provide feedback and input to Store Manager on development of department initiatives and plans, as well as how to optimize department coverage
• Exceptional leadership, communication & training skills that involve the continued development of Registry team members through role play as well as a review of selling styles and techniques
• Work with Registry Consultants to drive registry all registry metrics
• Able to identify others’ strengths & assign work accordingly
• Ensuring that Registry Consultants are informed about upcoming promotional activities and seminars and are passing the information along to our customers
• Provide feedback and suggestions to management team in selection, motivation, evaluation, and coaching of Registry Consultants
• Ensure that all equipment is in working order and the Registry desk is clean, at all times by maintaining the standards for excellence
• Utilize all available technology in department (iPads, store systems) to look up merchandise, etc.
• Properly exercise the use of the communication tools as per the Telephone, Paging & Walkie-Talkie Etiquette SOP and are trained in the use and maintenance of the Sapphire

Essential Physical Abilities

Walking (Frequent): Flat Surfaces from point to point

Standing (Frequent): To assist registrants/gift givers and host in-store events

Reaching (In-Frequent): To a height of 6 feet for stocking or storage

Lifting (In-Frequent): Up to 40 lbs., to a height of 6 feet (stock shelves)

Hand Dexterity (Frequent): Must be able to use at least one hand to grasp and handle product and write

Verbal (Constant): Must be able to interact with registrants with suggestive selling techniques

Pushing/Pulling (In-Frequent): Move hand jacks from place to place

Carrying (In-Frequent): Up to 40lbs., up to 50 feet

Climbing (In-Frequent): Ladders/stairs up to height of 12 feet

Vision (Constant): Read labels, documents and computer screens

Hearing (Constant): Safety signals and listening to the customers