I'm a new hire in the Front End. I just don't understand the management of the front end and what the "totem pole" is. I know there is the Front End Supervisor (ones with the red vest), but I also hear about the Department Lead and Department Head. Can someone help me understand Front End management? Thanks
FEM is basically runs the entire front end (as the title strongly suggests). Anyone working that area answers directly to them or a co manager. I'm saying all this because, although you'll have dept. heads try to push you around and work for them, you do not. Only a FEM or a co can give you orders.
FEM, CSM, Front End Department Lead, Front End Department Head, Front End Manager are all the same person just different names for the position. Under them there are Assistants, Front End Supervisors (Normally the FEM or Assistant) and then Office Clerks. In reality if your a cashier or bagger you report to the FEM or Assistant but Supervisors/Office Clerks will ask tell you stuff to do also. Co-Manages/Store Managers report to the Operations Co-Manager, which then reports to the Store Managers. In reality if someone asks you to do something, just do it. If your not sure about something ask one of the able people and they will direct you occurring.
FES is running the front end. You basically make sure your front end (cashiers/courtesy clerks) get their breaks, lunches. Make sure everyone is doing what their job descriptions are supposed to be. Make sure the front end is in key retailing standards. Take items away from staff when it is not. The hard part is the cell phones as people keep playing with them when they should not even be on you. Till audits every now and then. Intervene with unruly customers or situations. In rare situations show the unruliest customers the door (management permission first). Key flips when a cashier asks. Money loans to tills as requested. Occasionally service center customer needs to what ever that is for your store.
Up by me, Front End Supervisor or one of our Service Desk peeps is in charge of you directly as both are cross trained as FES / Service Desk, with one of Service Desk staff being there at our store for years, so their orders you really don't want to disobey as they will grind you out before you possibly get sent to management.
Front End Lead is basically Department Head, with a SOM (Store Operations Manager) (Store Administrative / HR / oversees all Front End operations) above the Lead.
Front End Supervisor (your immediate supervisor in charge of you and running FE currently) > Service Desk > Front End Lead > SOM > Other Store Management
Unruly customers are dealt with by store management usually as that is our escalation chain as the same command chain applies above the FES / Service Desk, if the customer is refusing the FES / Service Desk
-- Edited by UC151 on Thursday 23rd of August 2018 11:30:23 AM
