Customer Experience Manager

About This Role

This role focuses on ensuring an exceptional customer experience by leading and training crew members in customer service best practices. The manager is responsible for front-end operations, merchandising, and maintaining store readiness, while also supporting the store manager in team development and overall store operations.

Responsibilities

• Ensure all crew members are providing excellent customer service through personal contact with customers
• Train the crew on the B.E.S.T. customer service experience
• Ensure each guest has a fast, friendly check out experience
• Lead the assigned store to achieve and maintain customer service score goals provided by the District Manager
• Lead front end operations, ensuring front end merchandising (candy, soda, snacks) are set and meet or exceed brand standards
• Ensure that all front-end equipment is in working order and associates are trained to include services where applicable
• Perform opening and closing procedures
• Maintain store cleanliness, recovery, and keep the store ready for customers at all times
• Perform store manager duties in their absence
• Partner with the store manager to recruit, train, coach, develop and supervise all crew members
• Review all corporate communications and react accordingly
• Partner with the entire store leadership team in merchandising procedures and World Recovery
• Perform store maintenance including but not limited to taking out garbage, sweeping, cleaning bathrooms, maintaining stock room

Requirements

• High School Graduate or equivalent
• Minimum 2 years of management experience
• Excellent verbal and written communication skills
• Ability to multi-task
• Creative thinking
• Ability to maintain composure under pressure
• Frequently operate cash register
• Frequently move merchandise weighing up to 25 lbs and place/remove merchandise up to a height of 5-10 feet
• Frequently ascend/descend ladders in order to retrieve and put away stock
• Frequently position self to kneel, bend, twist, and stoop, including in the stock room and on the sales floor
• Frequently communicate and exchange information with customers on the telephone and face-to-face in the store, as well as with managers and coworkers
• Frequently move across the sales floor assisting customers, as well as to and from the stock room retrieving and putting away merchandise
• Ability to work a flexible schedule to meet the needs of the business, which will require day, evening, weekends and may include overnight shifts and travel (as required)
• Must be able to identify and discern email and print instructions regarding merchandise layouts, associate schedules, and standard operating procedures