Manager, Services & Warranties in Grapevine, TX at GameStop

Date Posted: 10/10/2021

Job Snapshot

Job Description

Description:

SUMMARY

Working under the direction of the Services & Warranty, Manager II, the Warranty & Services, Manager will follow the strategy to grow the revenue channel focused on 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. 

ROLES AND RESPONSIBILITIES

  • Develop a thorough understanding of the financial and product services ladder and how its incentives our customers to increase basket.
  • Take on weekly and daily responsibility for warranty 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 loyalty business. 
  • Maintaining business relationships internally and externally. 
  • Manage integration, training, and rollout 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, to build our services business to $1B annually.  Integrate where applicable to deliver a seamless service to the customer.    
  • Merchandizing 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 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

REQUIRED SKILLS AND EXPERIENCES

  • 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.

PREFERRED SKILLS AND EXPERIENCE

  • 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