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.
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 futureO
UR
E
VOLUTION
First, we would like for you to understand the evolution of the company that you work for : Convergence Yesterday Convergence Today
Emerging Company
Rapidly Expanding
• Sporadic work • Limited opportunities • Uncertain future • More customers • More work • More resources • More employees • More opportunityO
UR
E
VOLUTION
First, we would like for you to understand the evolution of the company that you work for : Convergence Yesterday Convergence Today Convergence Tomorrow
Emerging Company
Rapidly Expanding
Established Leader
• Sporadic work • Limited opportunities • Uncertain future • More customers • More work • More resources • More employees • More opportunity• Long term customers “Raving Fans”
• Solid reputation • Strong training
• Improved Retention • Leader in Cosmetics • More job security
Convergence Yesterday Convergence Tomorrow
Emerging Company
Rapidly Expanding
Established Leader
• Sporadic work • Limited opportunities • Uncertain future • More customers • More work • More resources • More employees • More opportunity• Long term customers “Raving Fans”
• Solid reputation • Strong training
• Improved Retention • Leader in Cosmetics • More job security
So, how are we going to get there??
You are a big part of our strategy to get there and it
begins with this training!
• 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.
After completing this training, you will be able to:
You are a big part of our strategy to get there and it
begins with this training!
W
HY
?
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
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OUR
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OLE
Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:
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OUR
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OLE
Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:
Y
OUR
R
OLE
Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:
Y
OUR
R
OLE
Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:
Y
OUR
R
OLE
Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:
Y
OUR
R
OLE
Congrats on being selected as a Team Lead. You were chosen because you were identified as having the following skills:
Y
OUR
R
OLE
You are an important part of our future success.
Super Team Leads Area Managers
Account Specialists Team Leads
Field Management Team
Convergence wants you to know that you are an important part of our management team.
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Your role is critical because you are the link between leadership and the merchandisers.
Area Manager
Super Team Lead
Team Leads Team Leads
Super Team Lead
Merchandisers Merchandisers
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OLE
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.
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.
What is our Vision???
Our vision is to be the best 3
rdParty 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!
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How does our success impact
YOU
?
1. More shifts.
2. More consistent work.
3. More job security.
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OLE
So… what are the new expectations for
Team Leads?
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ESPONSIBILITIES
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:
Be Available for Questions Train Reps to Ensure Quality Resets Ensure your
team meets our standards
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OUR
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ESPONSIBILITIES
Be Available for Questions Train Reps to Ensure Quality Resets Ensure your team meets ourstandards
Let’s begin by looking at your role in ensuring that your team meets our standards.
M
EETING
C
ONVERGENCE
S
TANDARDS
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.
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.
• 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?
Some of the basic standards that you will ensure that your team members meet are as follows:
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ESPONSIBILITIES
Be Available for Questions Training Reps to Ensure Quality ResetsNow 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
T
RAINING
M
ERCHANDISERS
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.
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.
T
RAINING
M
ERCHANDISERS
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
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.
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NSURING
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UALITY
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ESETS
1. Call the store to verify when myteam will be in to complete the reset and confirm that necessary
materials have arrived.
Before the reset, my role is to:
BE
FO
RE
A couple of days before the set, call all team members to remind them of date/time and confirm their attendance.
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NSURING
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UALITY
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ESETS
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.
On the day of the reset, I arrive early to do the following:
BE
FO
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.
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NSURING
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UALITY
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ESETS
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FO
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.
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NSURING
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UALITY
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ESETS
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FO
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.
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NSURING
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UALITY
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ESETS
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FO
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.
Once the rest of the team arrives, I do the following:
IMPORTANT NOTE: Always be sure to open the “OPEN ME FIRST BOX” before your team begins their tasks.
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NSURING
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UALITY
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ESETS
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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.
As the team begins resetting the section, I do the following:
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ESETS
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UR
IN
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.
As my team wraps up the reset, my role is to:
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UALITY
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ESETS
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UR
IN
1. Carefully examine each section that was reset and check each team member’s work.
2. Sign off on paperwork if applicable.
When the reset work is done, my role is to:
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NSURING
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UALITY
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ESETS
A
FT
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”!
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NSURING
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UALITY
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ESETS
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FT
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ESPONSIBILITIES
Be Available for Questions Train Reps to Ensure Quality ResetsLastly, let’s review the expectation that you be able to answer questions from
your team members.
Ensure your team meets our
A
SSISTING
WITH
??
S
• Start Times • Instructions • Cosmetic resets • Store issues
• Navigating the portal
Lastly, an important part of your role is being available to answer questions from the merchandisers assigned to you.
W
HAT
WILL
WE
DO
FOR
YOU?
New Referral Bonus Program Improved STAR Program Awards Team Lead Team Continuity Bonus Team Lead Training CertificationOn 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:
S
TAR
P
ROGRAM
We have increased the value of our Silver Awards
(1000-2499 shifts) and Gold Awards (2500+ shifts) to include:
1
. STAR Program ImprovedAwards
Silver Awards include: $25 AMEX Gift Card
Gold Awards include: Convergence Pullover Fleece
R
EFERRAL
B
ONUS
P
ROGRAM
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
T
EAM
C
ONTINUITY
B
ONUS
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!T
RAINING
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.
4
.Merchandiser Team Lead Account Operations
Specialist Area Manager
Regional Director, Corporate Roles, etc.
Super Team Lead
Team Lead Certification
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.
Better Skill Training for Merchandisers
Better Quality Work
More face to face contacts forMerchandisers
