Manager, Services & Warranties in Grapevine, TX at GameStop

Date Posted: 10/1/2020

Job Snapshot

Job Description

Description:

SUMMARY

Working under the direction of the Services & Warranty, Manager II, the Services & Warranties, Manager will follow the strategy to grow the  revenue channel focused around gift cards and the console repair program.  The ideal candidate will be a self-starter with a passion for independent, creative problem-solving, have proven data analysis skills, show strong experience in this industry, have proven leadership experience in managing projects, and bring relevant insights in technology and service. 

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

  • Develop a thorough understanding of the financial and product services ladder and how it incentives our customers to increase basket.
  • Take on weekly and daily responsibility for gift cards and console repair which includes implementation and performance/execution/ reporting.
  • Review trend and merchandising sales to forecast monthly and annually for the services within this portfolio
  • Collaborate with key stakeholders within GameStop to improve communication, marketing & attach rate 
  • Support, where needed across the services and private label business. 
  • Maintaining business relationships internally and externally. 
  • Manage integration, training, and  roll out schedules with IT and field partners fo the services owned
  • Support the team to identify existing and potential opportunities, and use that knowledge to help deliver in-store and online support.  Deliver a unique and robust customer experience of our product beyond purchase  
  • Deliver results: Drive sales through category expansion and effective merchandising. Identify sales trends through metrics analysis and drive growth through timely action
  • Metrics: Working internally with key stakeholders create benchmarks to measure success and develop analytic tools/reports for accurate forecasting, identifying gaps and overall performance of the category    
  • Category strategy and internal ownership: Work closely with category merchants, product development and engineering team on executing the product strategy to drive warranty growth and best-in-class experiences
  • Align and collaborate with departments, the ROC and Supply Chain, to build our console repair business beyond $5M annually.  Integrate where applicable to deliver a seamless service to the customer.     Merchandising and Reporting Operations: Perform warranty merchandising operations, support business reporting needs and improve operational efficiencies
  • Raise the bar: Audit and analyze the customer experience to drive accountability and raise the bar through vendor monitoring and 3rd party partnership
  • Build partnerships across the worldwide organization to identify best in class global warranty processes 
  • Model the behaviors expected of all GME associates including a drive for results with a clear bias for action; high levels of maturity and professionalism; giving, receiving and responding to feedback effectively; a high service orientation; and clear commitments to diversity, inclusion, a respectful workplace, and integrity
  • Make profitable, sustainable decisions by identifying issues, problems, and opportunities; gathering and interpreting information; generating alternatives collaboratively with others; choosing an appropriate action; and aligning resources
  • As the stack grows, other services may be assigned. 

RELATED COMPETENCIES

  • Decision Making - Identifying and understanding issues, problems, and opportunities; comparing data from different sources to draw conclusions; using effective approaches for choosing a course of action or developing appropriate solutions; taking action that is consistent with available facts, constraints, and probable consequences
  • Performance Improvement - Focusing and guiding others in accomplishing work objectives by setting performance objectives, providing regular coaching and feedback, creating a learning environment, driving for results, tracking and evaluating performance, and creating relevant performance development plans with others
  • Building Trusting Working Relationships - Using appropriate interpersonal styles to establish effective relationships with customers and internal partners; interacting with others in a way that promotes openness and trust and gives them confidence in one’s intentions

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

  • Accredited Bachelor’s degree with a related field of study
  • 3-5+ years of vendor management, category management, or consulting within the financial services industry
  • Experience defining & analyzing sales metrics
  • Experience managing relationships with internal and external stakeholders and vendors/partners
  • Ability to communicate clearly and effectively with senior business leaders, vendor executives, and partner business/tech teams
  • Experience in defining or collaborating on the design of the customer-facing products/promotions
  • Experience in retail, e-commerce, warranty or insurance industry.
  • Experience in category management
  • History of developing business strategy in conjunction with senior leadership.
  • Experience in managing a P&L, setting/achieving sales targets and driving sales.

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

  • Expert ability to communicate effectively with others using written and spoken English including the ability to provide clear, constructive feedback to team members
  • Expert relationship building skills, including the capacity to predict and manage behavior, build and leverage cross-functional partnerships within and outside of the organization, and leverage influential leadership
  • Expert ability to work under demanding time constraints and production goals
  • Expert project planning skills, including the ability to organize, prioritize and control job responsibilities in order to meet deadlines in an environment with overlapping and potentially conflicting priorities
  • Expert ability to solve functional problems and deal with a variety of concrete variables in situations where only limited standardization exists
  • Proficient knowledge of employee development: talent assessment, competency-based development, motivation and reward
  • Proficient ability to effectively recruit, hire, coach, train, develop, retain, and redirect others as needed in order to produce a successful team
  • Expert ability to model consistently GME’s commitment to a respectful, diverse, inclusive, and collaborative work environment
  • Consistently demonstrates a commitment to GME policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities