Customer Experience Manager

About This Role

This management role focuses on ensuring an excellent customer experience by overseeing a team of front-of-store associates. The manager leads by example, engaging with customers, maintaining store organization, and promoting loyalty programs, while also training and mentoring associates.

Responsibilities

• Promote an excellent customer experience
• Oversee a team of Associates at the front of the store, ensuring prompt, courteous customer service and promotion of loyalty programs
• Lead by example by engaging and interacting with all customers, and maintaining a clean and organized store
• Role model outstanding customer service
• Create a positive internal and external customer experience
• Promote a culture of honesty and integrity; maintain confidentiality
• Take an active role in training and mentoring Associates on front-end principles
• Train and coach Associates on personalizing the customer experience while promoting loyalty programs
• Assign registers, support and respond to POS coverage needs, and coordinate breaks for all Associates
• Address customer concerns and issues promptly, ensuring a positive customer experience
• Ensure Associates execute tasks and activities according to store plan; prioritize as needed
• Communicate accurately and effectively with management and Associates when setting and addressing priorities; provide progress updates
• Provide and accept recognition and constructive feedback
• Partner with Management on Associate training needs to increase effectiveness
• Ensure adherence to all labor laws, policies, and procedures
• Promote credit and loyalty programs
• Support and participate in store shrink reduction goals and programs
• Promote safety awareness and maintain a safe environment
• Other duties as assigned

Requirements

• Available to work a flexible schedule, including nights and weekends
• Strong understanding of merchandising techniques
• Capable of multi-tasking
• Strong communication and organizational skills with attention to detail
• Able to respond appropriately to changes in direction or unexpected situations
• Team player, working effectively with peers and supervisors
• Able to train others
• 1 year retail experience
• 6 months of leadership experience

Benefits

• Associate discount
• Employee Assistance Program (EAP)
• Smoking cessation program
• Bereavement leave
• 401(k) Associate contributions