Assistant Manager Customer Experience

JCPenney • Plantation, FL

3d

About The Position

The Assistant Manager of Customer Experience contributes to profitable sales growth by attracting, developing, leading, retaining, and engaging associates; leading strategies and initiatives; and executing sales-building programs to enhance the customer experience and drive performance standards. The role covers customer service and sales, human resources and talent management, and store operations.

The assistant manager models and coaches outstanding customer service, leads the Manager on Duty program, and observes, engages, and coaches managers and supervisors in the moment. The position also supports hiring, payroll, orientation, training, scheduling, pricing and signing, stockroom processes, and operational productivity and safety.

JCPenney serves customers through its online store and more than 650 stores in the U.S. and Puerto Rico, with a broad assortment of fashion, apparel, home, beauty, and jewelry, as well as salon, portrait, and optical services.

Requirements

• Minimum of 2 years of retail leadership experience.
• Bachelor’s degree or equivalent work experience.
• Prioritizes customers by putting customer needs first, identifying and removing barriers, and providing excellent service and experiences.
• Takes accountability for customer experiences and reliably delivers solutions that meet customer needs.
• Produces results with urgency, decisive action, aggressive goals, and appropriate risk-taking.
• Works collaboratively by sharing information, seeking diverse perspectives, and working toward shared goals.

Responsibilities

• Model, coach, and hold the team accountable for outstanding customer service.
• Lead the Manager on Duty program; observe, engage, and coach managers and supervisors to improve execution and team development, and keep associates focused on priorities.
• Source and screen talent and partner with store leadership to deliver consistent and effective hiring processes.
• Oversee store payroll and related payroll functions to ensure associates receive appropriate pay for hours worked.
• Ensure the CES schedules and conducts new-hire orientation and that the appropriate leader delivers training.
• Schedule talent and resources to help achieve profit expense targets, deliver exceptional service, and keep associates engaged.
• Oversee pricing and signing processes, including workload planning, weights and measures, price changes, re-ticketing, and the Door to Floor process.
• Achieve productivity targets by setting goals and monitoring pace of work.
• Establish and maintain stockroom processes, including organization, work safety initiatives, receiving, shipping, reverse logistics, and third-party carrier processes.

Benefits

• Eligible for bonus under the Management Incentive Plan.
• Competitive benefits package, if eligible, including medical, dental, and vision coverage; term life insurance; paid vacation and holidays; and a 401(k) with Company match.
• Associate discount on JCPenney merchandise.
• Eligible associates with paid vacation (MTO) are also eligible for eight paid holidays during the calendar year.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager