It is critical that all Team Leads complete this training before you work as a team lead on the spring resets. This training will outline the

Transcription

1 It is critical that all Team Leads complete this training before you work as a team lead on the spring resets. This training will outline the expectations of your role, and equip you to succeed.

2 OUR EVOLUTION First, we would like for you to understand the evolution of the company that you work for : Convergence Yesterday Emerging Company Sporadic work Limited opportunities Uncertain future

3 OUR EVOLUTION First, we would like for you to understand the evolution of the company that you work for : Convergence Today Convergence Yesterday Emerging Company Sporadic work Limited opportunities Uncertain future Rapidly Expanding More customers More work More resources More employees More opportunity

4 OUR EVOLUTION First, we would like for you to understand the evolution of the company that you work for : Convergence Tomorrow Convergence Yesterday Emerging Company Sporadic work Limited opportunities Uncertain future Convergence Today Rapidly Expanding More customers More work More resources More employees More opportunity Established Leader Long term customers Raving Fans Solid reputation Strong training Improved Retention Leader in Cosmetics More job security

5 OUR EVOLUTION So, how are we going to get there?? Convergence Tomorrow Convergence Yesterday Emerging Company Sporadic work Limited opportunities Uncertain future Rapidly Expanding More customers More work More resources More employees More opportunity Established Leader Long term customers Raving Fans Solid reputation Strong training Improved Retention Leader in Cosmetics More job security

6 PURPOSE OF THIS TRAINING You are a big part of our strategy to get there and it begins with this training!

7 PURPOSE OF THIS TRAINING You are a big part of our strategy to get there and it begins with this training! After completing this training, you will be able to: Identify the reasons why Convergence created the Team Lead role. Understand the qualities that made you a match for the role. Recognize how critical your role is to our success and yours. Understand your responsibilities going forward. Take advantage of the incentives that we have created to empower you.

8 WHY? Why do we have a Team Lead Role? Teams are larger than ever. AMs are stretched thin. Merchandisers need more face to face contact. Merchandisers need reinforcement with skill development. Morale is better when people feel connected.

9 YOUR ROLE Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:

10 YOUR ROLE Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:

11 YOUR ROLE Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:

12 YOUR ROLE Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:

13 YOUR ROLE Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:

14 YOUR ROLE Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:

15 YOUR ROLE Convergence wants you to know that you are an important part of our management team. Field Management Team Team Leads Account Specialists Area Managers Super Team Leads You are an important part of our future success.

16 YOUR ROLE Your role is critical because you are the link between leadership and the merchandisers. Area Manager Super Team Lead Super Team Lead Team Leads Team Leads Merchandisers Merchandisers

17 YOUR ROLE You are also the face and voice of Convergence in the stores. You represent our organization, and therefore, you shape our customer s opinion of us. Since you control the impressions people form of Convergence, we want to empower you to be ambassadors of our organization. We want to equip you to be able to articulate and deliver the consistent service and reliability that we offer.

18 YOUR ROLE One of the ways you will be an Ambassador is to reflect the Convergence vision to our customers and raise the bar for your team members.

19 YOUR ROLE What is our Vision??? Our vision is to be the best 3 rd Party provider in the country. So, how can you help us get there? 1. On-time execution. 2. Quality work. 3. Satisfied customers who become raving fans of Convergence!

20 YOUR ROLE How does our success impact YOU? 1. More shifts. 2. More consistent work. 3. More job security.

21 YOUR ROLE So what are the new expectations for Team Leads?

22 YOUR RESPONSIBILITIES On the next few slides, we will take a closer look at your responsibilities as a Team Lead. These are your three most important responsibilities: Ensure your team meets our standards Train Reps to Ensure Quality Resets Be Available for Questions

23 YOUR RESPONSIBILITIES Let s begin by looking at your role in ensuring that your team meets our standards. Ensure your team meets our standards Train Reps to Ensure Quality Resets Be Available for Questions

24 MEETING CONVERGENCE STANDARDS Before we talk about standards, let s address something critical to your success your attitude. It is important that you display a positive, upbeat view of our company, and a can-do approach to your work. You must demonstrate our commitment to quality and demonstrate how to interact with our customers with professionalism and with the respect they deserve. As a team lead, your attitude will be contagious. Remember: Treating even the most challenging/ demanding customers with respect is critical because without them, we would have no work and no job.

25 MEETING CONVERGENCE STANDARDS Remember: To your reps, you are Convergence. Your team members will only aspire to meet the standards that you role model and hold them accountable to reach.

26 MEETING CONVERGENCE STANDARDS Some of the basic standards that you will ensure that your team members meet are as follows: Are they on time? Are they dressed appropriately? Do they have the skills required? Do they do quality work? Do they have the tools they need? Are they organized and prepared? Do they represent Convergence well? Do they behave like a professional with store personnel and peers?

27 YOUR RESPONSIBILITIES Now that we have reviewed your role in ensuring your team meets our standards, let review your role in training reps to deliver on-time, quality sets. Ensure your team meets our standards Training Reps to Ensure Quality Resets Be Available for Questions

28 TRAINING MERCHANDISERS Your role may include training new team members. This may mean helping new merchandisers understand their paperwork and how to navigate the portal. Remember: New Hire training is important because a strong foundation is the key to retention.

29 TRAINING MERCHANDISERS The most important part of your work is training your merchandisers to complete quality resets. In order for you to complete the on-the-set training, it is important that your team members have completed the necessary certifications prior for their work. Note: Your AM is the person that has access to records which indicate who has completed each certification, and he/she will be directing the merchandiser to take needed certifications before scheduling them for the work.

30 MEET BETTY Hi, My name is Betty and I am a Convergence team lead. My responsibilities vary based on the type of reset I am doing: consolidated, mini-consolidated, time & motion, or solo. That said, I am going to walk you through an overview of my responsibilities during a consolidated reset. Keep in mind that these steps many vary slightly based on the account specifics.

31 BEFORE ENSURING QUALITY RESETS Before the reset, my role is to: 1. Call the store to verify when my team will be in to complete the reset and confirm that necessary materials have arrived. A couple of days before the set, call all team members to remind them of date/time and confirm their attendance.

32 BEFORE ENSURING QUALITY RESETS On the day of the reset, I arrive early to do the following: 1. Sign into vendor log. 2. Introduce myself to the Manager. I let him/her know that Convergence is ready to complete our reset and I confirm that fixtures have arrived.

33 BEFORE ENSURING QUALITY RESETS 3. Next, I locate fixtures, labels, products and cleaning supplies at the store. 4. I ensure that I have the team leader kit which includes plan-o-grams, rail reports, labels and fixture order forms.

34 BEFORE ENSURING QUALITY RESETS 5. I check the planogram to ensure it matches the set size at the store. 6. I check to make sure the fixture kit matches the set size at the store.

35 BEFORE ENSURING QUALITY RESETS 7. I place the fixture update kit, planogram and labels for each brand in front of the section on the wall. 8. I set up totes, bags, and boxes (per store direction) to separate deletes vs overstock.

36 BEFORE ENSURING QUALITY RESETS Once the rest of the team arrives, I do the following: 1. I assign team members their specific work tasks. 2. I review the time allotted for the work with my team. It is my role to ensure that we meet or beat the budgeted time. IMPORTANT NOTE: Always be sure to open the OPEN ME FIRST BOX before your team begins their tasks.

37 DURING ENSURING QUALITY RESETS As the team begins resetting the section, I do the following: 1. I ensure that all deleted items and fixtures are pulled. 2. I verify that all sections are being set to plan-o-gram. (It is important for Team Leads to check each section throughout the day). 3. I verify that my merchandisers are using the rail report to record broken and missing fixtures, so that I can order all of the parts at the end of the reset.

38 DURING ENSURING QUALITY RESETS As my team wraps up the reset, my role is to: 1. Ensure that all new product is packed out and labeled. 2. Verify that everything is cleaned up. 3. Order all replacement parts while still in the store.

39 AFTER ENSURING QUALITY RESETS When the reset work is done, my role is to: 1. Carefully examine each section that was reset and check each team member s work. 2. Sign off on paperwork if applicable.

40 AFTER ENSURING QUALITY RESETS 3. Lastly, I walk the floor with the manager to verify that all resets are completed, and to admire our quality work. I also review parts ordered / follow-up issues. IMPORTANT NOTE: This last step is where we meet our goal of creating satisfied customers, better known as raving fans!

41 YOUR RESPONSIBILITIES Lastly, let s review the expectation that you be able to answer questions from your team members. Ensure your team meets our standards Train Reps to Ensure Quality Resets Be Available for Questions

42 ASSISTING WITH??S Lastly, an important part of your role is being available to answer questions from the merchandisers assigned to you. The majority of those questions will be around topics like: Start Times Instructions Cosmetic resets Store issues Navigating the portal

43 WHAT WILL WE DO FOR YOU? On the next few slides, we will take a closer look at the four great programs that we have created to empower you as a Team Leader. These four programs are: Improved STAR Program Awards New Referral Bonus Program Team Lead Team Continuity Bonus Team Lead Training Certification

44 STAR PROGRAM 1. Improved STAR Program Awards We have increased the value of our Silver Awards ( shifts) and Gold Awards (2500+ shifts) to include: Silver Awards include: $25 AMEX Gift Card Gold Awards include: Convergence Pullover Fleece

45 REFERRAL BONUS PROGRAM 2. New Referral Bonus Program We have increased the bonus for bringing on new employees from $35 to $50! Once the new employee has worked 20 completed shifts, you will receive your referral fee in your next paycheck! Receive the new Everyone Is A Recruiter Star Pin

46 TEAM CONTINUITY BONUS 3. Team Lead: Team Continuity Bonus If you manage your team without your members having to be replaced and without missing any work through Jan-April Spring reset period, you will receive a bonus check for $200! Fill and build your ENTIRE team and receive a $75 bonus per team member!

47 TRAINING 4. Team Lead Certification This training will not only empower you to be a stronger team lead/people manager, but equip you to work toward upward mobility within our organization. Regional Director, Corporate Roles, etc. Account Operations Specialist Area Manager Super Team Lead Team Lead Merchandiser

48 As we wrap up this training, our expectation is that you have a better understanding of your role and what is expected of you. As a Team Lead, you are the foundation for building a stronger organization.

49 Your success will result in: More Raving Fans in the Stores! Improved Morale Improved Retention Better Quality Work More face to face contacts for Merchandisers Better Skill Training for Merchandisers

50 Thank you Team Leads for reviewing this overview of your important role. NEXT STEP: To complete your certification, please go back to the portal and click on the Team Lead Certification Test. Direct your questions to your Area Manager.