JDC Human Resources (2013)

Transcription

HUMAN RESOURCES CASE
JEUX DU COMMERCE 2013
Written by:
Sylviane Glaude, CHRP
Silvana Pozzebon, Associate professor, Department of Human Resources Management, HEC
Montréal
We are coming to Canada!1
Figure 1–Screen capture of the home page of www.target.ca
In January 2011, Target Corporation announced the purchase of Zellers’ real estate leaseholds
for its store locations throughout Canada. As a result of this transaction, Target is planning to
open 124 retail outlets in Canada starting in March 2013, including 25 in Quebec. To stand out in
the Canadian retail market, the company is relying on its brand image, “Expect More. Pay Less.”,
and on the unique shopping experience it offers. Since 150 to 200 “team members”, as Target
calls its employees, will be hired for each store, the human resources team is already working
full tilt!
1
Unless otherwise specified, the data, information and visual material (reproduced here with permission)
on which this case is based was obtained directly from Target Canada, Target Canada’s Facebook page and
website (www.target.ca) or the corporate website (http://www.target.com/)
HUMAN RESOURCESS CASE – JDC 2013
2
Who is Target?
Target Corporation, which describes itself as an “upscale discount retailer”2, is a giant of the
American retail industry. It offers quality products, which are both trendy and very affordable, in
spacious, clean and welcoming stores. Since the opening of the first Target store, some 50 years
ago, the company’s goal has been to stand out from the competition by combining fashion,
quality and service at a great price. Now, with more than 1,700 stores, 37 distribution centers,
an e-commerce site (Target.com) and a workforce of over 365,000 team members, Target
Corporation is the second largest retailer in the United States after Wal-Mart. In 2011, Target
reported sales of US$69.87 billion.
Target’s reputation is such that it is recognized as one of the most respected and responsible
companies globally. In 2012, Target was ranked 25th in Fortune Magazine’s “World’s Most
Admired Companies” survey. The company has also received several awards and recognitions for
its ethical behaviour, its commitment to corporate responsibility and its qualities as a good
employer.
“Expect More. Pay Less.”
Target Corporation’s mission is to deliver outstanding value, continuous innovation, an
exceptional shopping experience and to make its stores the preferred shopping destination for
all its customers. The company focuses on various client segments such as women, children,
teenagers, young singles and families. It seeks to attract those who are looking for quality,
trendy articles and variety, all at a competitive price. In the United States, the median age of
customers is 40 years old, 43% of them have children under 18 and 57% hold a college degree.
The median household income of its clientele is US$64,000.
The shopping experience is one of Target’s distinctive elements. It considers its clients to be
“guests”. The company puts emphasis on the store’s visual appeal, customer service and the
availability of innovative products at low prices. Target Canada has not yet confirmed product
offerings in Canada, though it is seeking to forge links with local suppliers. As is the case in the
United States, it is expected that the stores that will open in 2013 will offer a wide variety of
products including everyday essentials, home and decoration articles, non-perishable food
products and trendy clothing. In the U.S., Target sells products from both renowned brands and
2
Target Canada Pressroom, “Corporate Overview." Retrieved December
http://pressroom.target.ca/pr/tgt-en/corporate-overview.aspx
29,
2012, from
3
private brands. Some Canadian locations will also offer pharmacy services and Starbucks coffee
shops.
The importance of aesthetics in the design of Target stores has contributed to the company’s
great reputation, which aims to integrate both design and practical elements to its store layout.
Wide aisles, easy access to merchandise, attractive displays, tidiness, bright lighting and the
stores’ appealing exterior design are all aspects which Target is banking on to enhance the
quality of its guests’ shopping experience.
This exceptional experience is also closely related to service quality. Target expects its team
members to maintain a very strong guest focus. As such, the aisles in the company’s stores are
equipped with service buttons that customers can press for immediate assistance, either to get
help finding what they are looking for or get answers to their questions. Team members must
respond to such a call within 60 seconds. Good service is further related to the speed of service
at the cash register. Target has a “1+1” rule, whereby a cash register is automatically opened as
soon as there is more than one person waiting in line. In order to offer a unique shopping
experience, the number of team members on-the-job at any given time in a Target store is
generally higher than that of most of its competitors.
In addition to offering a vast selection of products allowing guests to find almost everything
under one roof, Target aims to provide the right combination of products to its clients. To do so,
the company works with renowned designers to create exclusive and trendy products, sold at
affordable prices. As soon as it entered Canada, Target started to make its mark in the fashion
world. In February 2012, a pop-up store was opened for one day in Toronto. In less than five
hours, this store sold out its entire allocation of a limited edition collection by designer Jason
Wu. Thus over 1,500 Canadian customers were able to preview the Target shopping experience.
Figure 2 – Advertising concept used to promote the arrival of Target during the
fashion event featuring Jason Wu in Toronto (source: Target Canada’s Facebook page).
At the end of the summer of 2012, the company was involved with the Montreal Fashion Week
event during which it created the Target Lounge to greet visitors. Target took this opportunity to
offer a $25,000 grant, in collaboration with Sensation Mode and the Fondation de la mode de
Montréal, to support emerging fashion designers in Quebec. The winning designer will have the
opportunity to create an exclusive collection for Quebec’s Target stores. According to John
Morioka, senior vice president of Merchandising for Target, “This initiative reflects Target’s
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commitment to great design and to making a difference in the communities in which we do
business”3. More recently, the company announced its participation in another important
fashion event, the Toronto Fashion Incubator, where it will also offer a grant and the
opportunity to create an exclusive fashion collection that, in this case, will be sold in Target
stores across Canada in 2014.
Target’s commitment includes more than just a wide selection of products, access to exclusive
designer items and great service. The company also works to offer competitive prices. With this
end in mind, Target has announced the introduction of a loyalty program for all Canadian guests:
the REDcard Rewards Loyalty Program allows guests to benefit from an additional 5% discount
on all purchases paid for with Target debit cards or Target credit cards.
“Friendly, Fun and Collaborative Culture”
In order to provide a great shopping experience, Target Corporation believes that creating a
great workplace for its team members is essential. The company is committed to creating a fun
workplace, where every team member is encouraged to collaborate by proposing new ideas and
innovating.
In the United States, over 1,800 team members assume the role of “well-being captains” in
stores, distribution centers and at headquarters. They organize and lead fun and imaginative
activities that promote employee well-being in five focus areas: the promotion of healthy
lifestyle habits, career satisfaction, financial stability, social relationships and community
involvement. This initiative is a good example of the company’s commitment to offer a friendly,
fun and collaborative workplace, which represents the foundation of Target’s culture.
Target values diversity and teams are made up of members with different experiences, origins
and points of view. This diversity allows Target to better understand the communities they
serve. In fact, the company makes local hiring a priority in order to offer a service that is better
tailored to its guests needs.
Since team members are considered the company’s best asset, Target Canada is committed to
investing in their personal development and in rewarding those who give their best. The
company wants to create a positive environment where team members can enjoy a certain
3
Target Canada Pressroom (September 5, 2012), "Target and Fondation de la mode de Montréal Unveil
the Target Emerging Designer Award." Retrieved December 29, 2012, from
http://pressroom.target.ca/pr/tgt-en/target-and-fondation-de-la-mode-238176.aspx
.
5
degree of autonomy and can thrive, surpass themselves and enjoy what they do. Target also
believes that capable and creative leaders contribute to everyone’s success.
Corporate Responsibility
Target Corporation stands out from other major retailers by a tradition, established since its
inception, of giving 5% of its annual profits back to the communities that they serve. The causes
that are the most important for those communities are prioritized, such as education. Target is
on track to reach one billion U.S. dollars in donations by 2015 (they gave $100 million in 2011,
for a total of $679 million to date), most of which helps support the promotion of literacy and of
learning through reading for elementary school students. Community involvement is also part of
Target’s traditions. In 2011, its American employees performed over 474,500 hours of volunteer
work.
Even before opening the first stores in the country, several initiatives were undertaken to keep
this tradition alive in Canada. For instance, let’s consider the event featuring Jason Wu that was
mentioned earlier. The total sales revenue of $60,000 generated by the event was given to the
United Way Toronto. More recently, with its “Give with Target” campaign which took place from
November 20th to December 9th, Target Canada committed to donating up to one million dollars
to Canadian charities. To do so, Target’s Facebook “fans” simply had to visit the Facebook page
and vote for the cause dearest to their heart. Every time a cause was selected, Target donated
$100 to the charity.
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Figure 3 – Picture posted on Target Canada’s Facebook page to thank its fans
Sustainability is also part of Target’s values. Recycling was implemented in the company’s stores
as early as the 1960s, and initiatives related to Earth Day are repeated every year in the United
States. Target’s many activities and programs dedicated to sustainable commercial behaviours
have earned the company several recognitions. In 2011, for the fifth year in a row, the
Ethisphere Institute named Target one of the “World’s Most Ethical Companies” and the
Corporate Responsibility Magazine named Target one of the "100 Best Corporate Citizens".
In Canada, Target has already taken on a most ambitious project as part of its commitment to
sustainable development. The company’s Canadian headquarters, located in Mississauga,
Ontario, was built according to standards allowing it to reach the gold level of LEED Certification
(Leadership in Energy & Environmental Design) which is the third highest level of qualification on
a scale of four. In addition, Target Canada announced in November, that it planned to meet
LEED Certification standards for all its stores in Canada. This certification, recognized
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internationally and delivered by a third party, is a benchmark of conformity for “the design,
construction and operation of high performance green buildings”4.
Will we be neighbours?
2013 will mark the opening of Target stores in Canada. Wanting their Canadian guests to enjoy
the true Target experience, the company is investing approximately 10 million dollars to
refurbish each of their 124 new stores. Located throughout the country (see the map below),
the first Target stores will open in March 2013. To do so, all team members must be ready to
take on their positions.
Figure 4 – Future store locations in Canada (source: Target Canada’s Facebook page)
The Target Team
Each Canadian store will employ between 150 and 200 team members who will occupy full-time,
part-time or even seasonal positions. According to some industry observers, these numbers
4
Canada Green Building Council, "What is LEED?.". Retrieved December 29, 2012, from
http://www.cagbc.org/Content/NavigationMenu/Programs/LEED/default.htm
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represent a workforce that is approximately 50% greater than that found in Zellers’ stores, a
number of which will be converted into Target retail outlets5.
In addition to the store Team Members (sales and service staff, merchandise management staff,
etc.), several management positions are available throughout the stores. There are Store Team
Leader positions (manager), as well as Executive Team Leader positions (assistant manager) and
Team Leader Positions (see figure below and job descriptions in appendices).
Executive Team
Leader HR
Team Leader
Product Flow
Executive Team
Leader Logistics
Team Leader
Backstore
Team Leader
Customer Service
Store Team
Leader
Executive Team
Leader Customer
Experience
Team Leader Cash
Lanes
Team Leader
Starbucks
Team Leader
Presentation
T
E
A
M
M
E
M
B
E
R
S
Executive Team
Leader Soft Lines
Team Leader
Inventory
Team Leader
Presentation
Executive Team
Leader Hard Lines
Team Leader
Inventory
Figure 5 – Flowchart of a Target store team
5
Silliker, Amanda (2011). “Target Sets Sights on Hiring”, Canadian HR Reporter, Vol. 24, no. 16.
9
The profile of the candidate that Target is looking for to fill Store Team Leader positions is one of
an experienced manager, preferably a person having worked in a high-volume retail store. To fill
Executive Team Leader positions, Target is seeking experienced people and soon-to-be
university graduates that demonstrate strong leadership skills. The Team Leader position does
not require any specific diploma since the company puts priority on leadership experience that
is applicable to Target’s work environment.
Target Executive Team Leaders and Team Leaders can expect to progress in their roles within
18-30 months. This progression will typically involve a lateral promotion, as the individual works
towards the next step in the career ladder (either Store Team Leader or Executive Team Leader).
This approach allows Target’s leaders to diversify their competencies. Note that an Executive
Team Leader will generally occupy 3 different roles within their function before progressing to
Store Team Leader.
Attracting Talent and Searching for Leaders
For several months already, Canadian recruiters have been working on-site in various strategic
locations throughout Canada. They were hired after a small American team arrived in the
country to guide the development of Target Canada. The Eastern Canada management team
(Ottawa, Quebec, the Maritimes) includes four recruiters whose mandate is to fill positions in
stores with two of the latter being assigned exclusively to university recruitment. Several
recruitment initiatives were implemented during the last year.
 Launch of the Careers Web page on Target Canada’s Web site;

Tour of Canadian universities, including career fairs, information sessions on the
company and other recruitment activities in collaboration with university career
planning centers;

Promotional events to introduce the company to Canadians, particularly those focused
on building its reputation for community involvement and social responsibility

Sponsored activities on university campuses (for example: business case competitions,
Ryerson Retail Week, Queen’s Business Forum on the Fashion Industry).

Social media recruitment strategy (Twitter, Facebook, LinkedIn)
10
Figure 6 – Bus used for the Canadian Tour (Source: Target Canada’s Facebook page)
Figure 7 – Advertising posted on Target Canada’s Facebook page
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Target Canada Enters the Battlefield6
Target’s arrival on the Canadian retail scene has not gone unnoticed. With its reputation as an
innovation leader in the retail industry and its stated intent to adapt to the Canadian market,
several major players in the industry have already reacted to the announcement of Target’s
entry into the country.
The biggest retailer in Canada, Wal-Mart, is planning to cut prices by offering more $1 items, a
move which will also allow the company to react to Dollarama’s expansion. It will be the first
time Wal-Mart will have to face Target as a competitor outside of the U.S. Moreover, after
Target announced it will be eventually be hiring 27,000 Canadians to fill multiple in-store
positions, Wal-Mart declared it would hire an additional 4,000 employees in 2012, even though
it had initially planned to add only 3,500 jobs during the year7.
As for other important Canadian competitors, analysts anticipate that the impact will be felt
especially by clothing retailers and traditional department stores. Let’s take Sears as an
example. According to an evaluation conducted by Sears’ own management team, 37% of its
stores will be located within one kilometer of new Target stores and 70% of its product line
matches Target’s.
Canadian Tire, which has its own client base and merchandise niche, says it is less concerned by
Target’s arrival. In fact, Canadian Tire was able to recover from Wal-Mart’s arrival in the
Canadian retail space within a year. To maintain their current competitive position, the company
is relying on its clientele’s loyalty and the fact that only 30% of its present retail outlets will be
within 5 kilometers of future Target stores8.
Canadian supermarket chains will generally be less affected by Target’s arrival as a whole.
However, the “Joe Fresh” clothing brand, owned by Loblaw, the biggest food retailer in Canada,
will compete directly with Target’s fashion designer products. There will also be an impact on
retailers operating in shopping centers, where the majority of Target stores will be located, and
particularly so for those in clothing sales. Forty-two percent of Old Navy stores will be within
6
This section draws especially from: Freeman, Sunny (October 1, 2012, The Canadian Press)."Target
Canada To Take Sales From Other Retailers: Barclays." Huffington Post Canada. Retrieved December 29,
2012, from http://www.huffingtonpost.ca/2012/10/01/target-canada-competitionretailers_n_1929547.html.
7
Bloomberg News (July 3, 2012). "Target’s Hiring Spree in Canada Poised To Roil Retail Market."
Thestar.com. Retrieved December 29 2012, from http://www.thestar.com/business/article/1220627-target-s-hiring-spree-in-canada-poised-to-roil-retail-market .
8
Freeman, op. cit.
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one kilometer of Target stores. Several Homesense, Winners and Reitmans stores are also
located close to Target’s future locations.
Entering the Canadian Retail Labour Market
To meet its workforce requirements, Target wants to attract the attention of all potential
candidates that have the desired abilities and that share its values. With regard to the transfer
of Zellers’ current employees, a subject that has been in the news a number of times during the
last months, Target maintains that its agreement with Zellers only covers store leases, and that
it did not purchase the company as such. Any Zellers’ employee interested in working at Target
will be granted an interview. Since no preferential treatment will be given; the usual interview
process applies after the initial interview.
The Canadian retail industry, the economic sector which Target is entering, is a major source of
employment in the country.9 This sector provides one out of eight jobs in Canada and this has
been true for over 20 years. This stability is attributed to the growth of employment in larger
stores and chains during the past decade, while the share of jobs of small retailers is declining.
The majority of retail industry employees occupy front-line positions (sales personnel and
managers), even though the industry offers a variety of jobs related to the support of retail
operations (for ex., suppliers, buyers, construction, maintenance, IT specialists, production
managers).
On the one hand, the retail industry is characterized by a largely female workforce, low wages
and a high proportion of younger workers. A considerable number of younger workers are
students working part-time, a factor that contributes to increasing the turnover rate in the retail
sector. This is particularly so for sales and customer service staff (including cashiers). On the
other hand, as industry spokespersons have been promoting for a number of years, the retail
sector also offers full-time positions and numerous career opportunities along with the
possibility of earning higher salaries.
The challenges faced by the retail industry are similar to those of other Canadian industries. An
aging workforce and increasing population diversity bring adaptation challenges that the
industry’s employers must deal with if they want to stay in the game in view of looming labour
shortages.
9
The following three paragraphs draw from: Retail Council of Canada (2009), "A Changing Retail
Landscape : An Analysis of Emerging Human Resources Trends ». Retrieved December 29, 2012, from
http://www.retailcouncil.org/training/research/industry/#hr
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Your Mandate
Coming to Canada is Target’s first large-scale expansion experience in a new market. The
company has grown traditionally by opening new stores as it expanded. Its arrival on Canadian
soil will generate an important hiring wave. As Sarah Van Nevel, spokesperson of Target
headquarters, states: “We’re going to be creating tens of thousands of jobs ultimately, in the
next couple of years and we’re really excited”.10
Target’s Eastern Canada management team has identified two major challenges that the
company will face in the short and medium term with its expansion. First, starting January 2013,
Target must run a major recruitment campaign to fill the positions in its 25 Quebec stores, which
will begin opening in September 2013. Even though in-store management positions, such as
Store Team Leader and Executive Team Leader, are in the process of being filled, Target is
looking for innovative strategies to generate a sufficient number of qualified candidates to fill all
the remaining in-store positions (Team Leader and Team Member). Furthermore, new hires
have to be ready to provide the “Target shopping experience” and all of this must be done
within a very short time frame. Note that Target is convinced that the success of its business
strategy in Canada depends on its ability to find people who adhere to its culture and its values.
Secondly, an action plan is needed to keep the team motivated once the euphoria of store
openings has passed. In other words, Target wants to become an employer of choice throughout
Canada, one that provides an environment where employees like to work, feel engaged and
remain loyal to the company. Furthermore, Target believes that its survival in the country rests
on its ability to build and maintain a pipeline of quality candidates to meet recurrent labor needs
for future openings at all levels. Since the company seeks to recruit soon-to-be university
graduates and recent degree earners for Executive Team Leader jobs, your action plan must
address this need.
Your mandate is to propose an action plan for Target’s Quebec stores, aligned with the
company’s business strategy and culture, which will allow it to be well-positioned to face these
two challenges. The Eastern Canada management team looks forward to hearing your ideas.
10
Silliker, Amanda (2011). op.cit.
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APPENDICES
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Québec Stores
1) Québec – Place Laurier
2) Québec – Place Fleur de Lys
3) Québec – Galeries de la Capitale
4) Rimouski – Le Carrefour Rimouski
5) Saint Georges – Carrefour Saint-Georges
6) Lévis – Galeries Chagnon
7) Trois-Rivières – Centre d’achat Les Rivières
8) Saint Jérome – Carrefour du Nord
9) Boisbriand – Faubourg Boisbriand
10) Saint Eustache – Carrefour Saint Eustache
11) Laval – Centre Laval
12) Laval – Méga Centre Autoroute 13
13) Ville Saint-Laurent – Place Vertu
14) Pointe Claire – Centre d’achat Terrarium
15) Anjou – Les Galeries d’Anjou
16) Joliette – Les Galeries Joliette
17) Montréal – Place Versailles
18) Gatineau – Les Galeries Gatineau
19) Saint Jean sur Richelieu – Carrefour Richelieu
20) Sherbrooke – Carrefour de l’Estrie
21) Saint Bruno – Les Promenades Saint Bruno
22) Brossard – Place Portobello
23) Longueuil – Place Longueuil
24) Lasalle – Carrefour Angrignon
25) Montréal – Place Alexis-Nihon
16
Store Pictures
https://corporate.target.com/about/design-innovation
https://corporate.target.com/about/shopping-experience
17
https://corporate.target.com/about/shopping-experience
18
Descriptions de poste (français)
Chef d’équipe cadre
À propos de cette opportunité d’emploi
Dirige une équipe pour favoriser un bon rendement des ventes et une amélioration continue afin qu’il y ait
des répercussions sur le tout le magasin. S’assure que les processus du magasin sont mis en oeuvre selon
les normes de Target en établissant des stratégies, en réglant des problèmes et en ayant une pensée
stratégique. Soutient le perfectionnement des membres de l’équipe et renforce les attentes de Target pour
une culture d’équipe toujours solide, conforme et dynamique. Appuie les efforts pour un partenariat et un
engagement communautaire afin que le magasin agisse en « bon voisinage ».
Utilise ses compétences, son expérience et son talent pour participer à une réflexion novatrice et pour se
donner des objectifs audacieux. À titre de chef d’équipe cadre, vous aurez à prendre diverses initiatives :
Établir des standards élevés relativement au service à la clientèle, procurant constamment aux clients une
expérience de magasinage rapide et amicale qui va au-delà de leurs attentes.
Favoriser un environnement de magasinage sans distraction qui est à la fois propre, non encombré et
sécuritaire.
Favoriser une culture d’équipe respectueuse, centrée sur une communication transparente, le sens du
partage, l’écoute et la reconnaissance personnelle des membres de l’équipe à tous les niveaux.
Reconnaître, encadrer et fournir une rétroaction significative au moyen d’une gestion active du rendement.
Planifier, interviewer et évaluer le talent en vue de former la meilleure équipe du magasin.
Favoriser une culture de vente rentable, des magasins affichant un excellent dossier d’exploitation et une
expérience de magasinage qui va au-delà des attentes des clients.
Exigences
Détenir un diplôme universitaire ou une expérience équivalente (un total de quatre années d’expérience
universitaire et de direction)
Être responsable de son propre perfectionnement et appuyer les autres, résoudre les conflits et diriger
pendant les périodes de changement, et faire preuve de responsabilité.
Résoudre des problèmes, prendre des décisions, et mettre en oeuvre de nouvelles idées seul ou en
partenariat avec les autres.
Démontrer de solides compétences en relations interpersonnelles, en organisation, en gestion de conflits, en
administration, en raisonnement et en prise de décision.
Être capable de déplacer la marchandise au moyen de l’équipement approprié en provenance et en direction
de l’entrepôt et de l’aire de vente.
Travailler avec un horaire de travail flexible (qui pourrait comprendre les quarts de nuit, de fin de semaine,
des jours fériés, des heures supplémentaires) et faire preuve d’assiduité.
Chef d’équipe, Présentation
Description
-Gérer une équipe dont la culture est fortement axée sur la clientèle, avec pour objectif de constamment dépasser
les attentes de clients.
-Gérer une équipe qui planifie, établit des horaires et exécute des planogrammes.
- Former les membres de l'équipe et examiner leur rendement.
-Contribuer à instaurer un environnement sécuritaire.
-Gérer une équipe qui souhaite travailler dans un environnement amical, positif et axé sur le travail d’équipe.
-Fournir une formation croisée relativement à tous les rayons du magasin, pour assurer un service à la clientèle
amical et uniforme.
-Gérer l'équipe et sensibiliser les membres à l’importance d’un affichage et de prix exacts.
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Exigences :
- Être titulaire d’un diplôme d'études secondaires ou l'équivalent.
-Être capable de soulever 40 livres.
-Déplacer des articles en utilisant les outils et techniques appropriés.
-Utiliser les outils technologiques pour lire les directives et saisir des renseignements.
-Fournir une formation croisée et, au besoin, travailler dans d'autres rayons du magasin.
-Lire les codes à barres à la caisse, mettre les articles dans les sacs et se faire payer, avec rapidité et exactitude.
Membre de l’équipe de la Présentation
Description
-Aider à mettre en place une culture fortement axée sur la clientèle, avec pour objectif de constamment dépasser
les attentes des clients.
-Maintenir un magasin attrayant.
-Créer un milieu de travail accueillant, positif, efficace et axé sur le travail d’équipe.
-Placer et réorganiser les étagères du magasin, les affiches, les étiquettes et la marchandise.
-Indiquer les bons prix sur les étagères du magasin.
Exigences :
-Posséder d’excellentes compétences en planification et en organisation et des aptitudes de raisonnement
mathématique.
-Déplacer des articles en utilisant les outils appropriés.
-Utiliser les outils technologiques pour lire les directives, les rapports et des renseignements.
-Maintenir un milieu de travail propre et bien organisé.
-Garder les allées libres d’encombrement et de chariot.
-Former de nouveaux membres de l’équipe.
-Utiliser des aptitudes mathématiques de base.
Membre de l’équipe du Service à la clientèle
Description
-Répondre aux préoccupations des clients de façon positive et efficace.
-Travailler en équipe.
- Faire connaître les avantages de la carte REDcard et inciter les clients à demander la carte.
Exigences :
-Posséder d’excellentes aptitudes pour le service à la clientèle.
-Manipuler de l’argent et traiter les retours et les échanges.
-Apprendre à utiliser de nouvelles technologies.
-Être capable de lire les étiquettes et autres renseignements sur les produits.
-Suivre une formation croisée et, au besoin, travailler dans d’autres rayons du magasin.
Membre de l’équipe de la Surface de vente- Électronique
Description
20
-Maintenir le magasin propre et bien rangé.
-Créer un milieu de travail accueillant, positif, efficace et axé sur le travail d’équipe.
-Former de nouveaux membres de l’équipe.
-Placer avec précision les produits, les prix et les étiquettes.
Exigences :
-Apprendre à utiliser de nouvelles technologies.
-Ranger soigneusement les articles sur les étagères.
-Déplacer des articles en utilisant les outils et techniques appropriés.
-Être capable de penser rapidement afin de répondre aux questions des clients.
-Suivre une formation croisée et, au besoin, travailler dans d’autres rayons du magasin.
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Job Descriptions (English)
Executive Team Leader
About this Opportunity
Leads a team to drive profitable sales performance and continuous improvement to impact the total store.
Ensures store processes are executed to Target’s standards by strategizing, problem solving and thinking
critically. Develops team members and reinforces Target’s expectations for a consistently safe, compliant,
and vibrant team culture. Supports community partnership and engagement efforts to ensure the store acts
as a good neighbour.
Use your skills, experience and talents to be a part of groundbreaking thinking and visionary goals. As an
Executive Team Leader, you’ll take the lead as you:
Set high standards for a strong guest culture, ensuring the team consistently delivers a fast and friendly
shopping experience that exceeds guest expectations
Drive a distraction-free shopping environment that is clean, clutter-free and safe
Drive a respectful team culture centered on open communication, sharing, listening and personal
recognition of team members at all levels
Recognize, coach, and provide meaningful feedback through active performance management
Plan, interview and assess talent in an effort to build the best store team
Drive a profitable sales culture, operationally excellent stores and a shopping experience that exceeds guest
expectations
Requirements
University degree or equivalent experience (blend of university and leadership experience totalling four
years)
Own your personal development and support others, address conflict and lead through change, and
demonstrate personal accountability
Solve problems, make decisions, and turn new ideas into action both on your own and in partnership with
others
Strong interpersonal, organizational, conflict management, administration, reasoning and decision-making
skills
Able to move merchandise with appropriate equipment to and from stockroom and sales floor
Flexible work schedule (which may include nights, weekends, holidays, long hours) and regular attendance
necessary
Presentation Team Leader







Lead a team that delivers a strong guest focused culture that exceeds guest expectations every time.
Lead a team that plans, schedules and completes planograms.
Coach and review team member performance.
Collaborate to build a safe and secure environment.
Lead a team that embraces a friendly, positive, and helpful team oriented environment.
Cross train a team for all areas in the store, ensuring consistent friendly guest service.
Lead the team and drive ownership of accurate and current signing and pricing.
We’re Looking For:

Must have a high school diploma or equivalent.
22





Lift 40 pounds.
Move merchandise using proper equipment and techniques.
Use technology to read instructions and enter information.
Cross train and work in other areas of store as needed.
Quickly and accurately scan and bag all items and collect payment.
Presentation Team Member





Helps deliver a strong guest focus culture that exceeds guest expectations every time.
Deliver a great-looking store.
Embraces a friendly, positive, helpful and team oriented environment.
Arrange and reset store shelves, signs, labels and merchandise.
Provide accurate pricing on store shelves.








Use excellent planning, organizational and numerical skills.
Move merchandise using proper equipment.
Use technology to read instructions, reports and information.
Maintain a clean, well-organized work environment.
Keep aisles free of clutter and carts.
Train new team members.
Use basic math skills.
Guest Service Attendant Team Member





Resolve guest concerns in a positive, helpful manner.
Work as part of a team.
Communicate REDcard benefits and encourage guests to apply.
Must be at least 18 years of age.






Deliver excellent guest service skills.
Handle money, refunds and exchanges.
Learn new technology.
Read labels and other product information.
Cross train and work in other areas of store as needed.
Sales Floor Team Member- Electronics



Maintain a clean, great-looking store.
Embraces a friendly, positive, helpful and team oriented environment.
23


Train new team members.
Deliver accurate product placement, pricing and labels.






Understanding and use of area-specific product tools
Desire to learn new technology
Neatly arrange items on shelves
Merchandise relocation using proper equipment and techniques
Assessment of guest needs to help the guest purchase the right products
Quick and accurate scanning and bagging of all items, and payment collection
24
Articles
Target® Seeks LEED Certification for All 2013 Canadian
Store Locations
TORONTO (November 14, 2012) —
As part of Target’s long-term commitment to sustainable business practices, the company today
announced it is pursuing Leadership in Energy & Environmental Design (LEED) certification for all
Canadian stores opening in 2013. Design plans include conserving energy and water, reducing
greenhouse gas emissions and limiting waste sent to landfill, among other features. Target’s
approach to environmental sustainability is integrated throughout the business, from how stores
are built to the products on the shelves.
Target is among the first organizations in Canada to be part of the U.S. Green Building Council’s
(USGBC) LEED Volume Program, which streamlines the certification process for multiple
buildings of a similar type. This will make Target a leader among Canadian mass retailers when it
comes to LEED buildings.
“We take our role as good corporate citizen very seriously, and we’re proud that Target is making
a firm commitment to sustainability in Canada,” said Tony Fisher, president, Target Canada.
“Striving for LEED certification at our 124 stores opening in 2013 is important as we seek to use
our resources responsibly and maintain the health of our communities.”
“By seeking to transform its portfolio to high-performing, LEED-certified sustainable buildings,
Target is setting an important, positive example for the retail industry,” said Rick Fedrizzi,
president, CEO and founding chair, USGBC. “Target will improve environmental performance and
achieve operational and utility savings. In addition, the educational materials that Target has
developed for its partners are outstanding resources for teaching field teams how to implement
LEED across a large portfolio of building projects.”
Target sites will be renovated for a period of six to nine months prior to opening. An investment of
more than $10 million will be spent remodeling each location, including LEED preparations, to
ensure a true Target brand shopping experience for Canadian guests. Target stores will be
opening throughout 2013, starting in March/April. Design plans for future stores will be
announced at a later date.
http://pressroom.target.ca/pr/tgt-en/target-seeks-leed-certification-240816.aspx
25
Target Holiday Road Trip Brings Three Weeks of
Surprises to More Than Twenty Canadian Communities
MISSISSAUGA (November 27, 2012) —
Target is heading out on a holiday road trip, with the goal of bringing joy and family fun to
Canadians coast to coast. Starting east and moving west, the caravan of good cheer begins in
Nova Scotia on November 30 and concludes in British Columbia in mid-December. This holiday
season Canadians should be on the lookout for signs of the bullseye to see if Target is coming to
town to celebrate with artistic performances and other surprises. Guests can follow the tour
progress,
schedule
and
even
check
out
a
digital
scrapbook
at Facebook.com/TargetCanada andTwitter.com/Target_CA .
“We are excited to be celebrating the holidays with Canadians from coast to coast” said Livia
Zufferli, director, Marketing, Target Canada. “We’ve planned surprises in more than 20
communities across the country in the hopes of creating unforgettable memories and giving
Canadians a taste of what they can expect when Target opens in 2013.”
The Target Holiday Road Trip launches in Halifax, Nova Scotia on November 30 with an event
that brings classic holiday tales to life. From 3:00 p.m. to 9:00 p.m. at Dalhousie University Club,
families will be able to kick off their holiday season with favourite holiday stories read by
Canadian icon Gordon Pinsent, comedian and actor Shaun Majumder and children’s local
favourite, Razzmatazz for Kids. Between readings, guests can snack on holiday treats, participate
in the craft and play zone, and get their photos taken with Bullseye the dog to create their own
memorable photo flip-book.
Target plans to open 124 stores across Canada starting in March/April 2013.
http://pressroom.target.ca/pr/tgt-en/target-holiday-road-trip-brings-241170.aspx
26
Target Teams up with Canadian Charities for $1 Million
Giving Campaign
“Give With Target” allows guests to select a cause of their choice to
receive a $100 donation from Target
MISSISSAUGA, ON (November 20, 2012) —
Target today announced plans to introduce Canadian guests to its legacy of giving by donating up
to $1 million to select local charities through “Give With Target,” a social media campaign that will
run from Nov. 20 to Dec. 9. Target will partner with six Canadian charities for the Give With
Target program, which allows guests to support a cause of their choice through
Target’s Facebook page . For every cause selected through the application, Target will donate
$100 to the charity that supports that cause.
Since 1946, Target has given five percent of its profit to support local communities. The company
plans to extend this legacy of giving to the Canadian community when its stores open in Canada
next year. Give With Target is designed to help Target understand the issues that are important
to Canadian guests and engage with them in charitable giving. Target conducted research over
the past year to better understand the unique nature of Canadian communities. Based on this
research, the Give With Target campaign will support the charities that help to provide access to
families and children in need with a focus on the following four causes: active play, arts, food and
academic achievement.
“At Target, community giving is and always has been a cornerstone of our company. We look
forward to extending this commitment to the Canadian community by donating up to $1 million to
six organizations this holiday season,” said Derek Jenkins, senior vice president of external
relations, Target Canada. “Target’s corporate giving programs are designed to serve the needs of
our guests and the communities where we do business, and Give With Target is a great way to
demonstrate this commitment to our future Canadian guests.”
Participating partners in the Give With Target program include ArtsSmarts, ArtStarts, YMCAs in
Canada, Food Banks Canada, First Book Canada and Pathways to Education. Canadians are
invited to visit Facebook.com/TargetCanada and select a cause of their choice. For every
cause selected through Target’s Facebook application, Target will donate $100 to the charity that
supports that cause. Give With Target will continue until $1 million is donated by Target, or until
Dec. 9 at 11:59 EST.
http://pressroom.target.ca/pr/tgt-en/target-teams-up-with-canadian-241000.aspx
27

JDC Human Resources (2013)

Transcription

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