Customer and Employee Experience Manager

Fresh Thyme Market•Davenport, IA

13d

About The Position

The Customer Experience Manager manages all aspects of the Front End Department, including staffing, in-store and digital customer experience, and key metrics. The role assists customers and team members as needed, maintains a friendly and energetic demeanor, follows Front End Department procedural guidelines, and complies with general administrative requirements. It works across departments to support a positive customer experience and oversees department operations, costs, schedules, staffing, training, compliance, and administrative processes.

Requirements

High school diploma or equivalency degree.
At least 2 years of professional experience.
Maintain the highest level of customer service.
Ability to adapt to a high-volume, changing retail environment and work in a cross-functional team.
Take initiative when problems arise and use independent judgment to take immediate corrective action.
Flexibility to adapt to a variety of situations and work varied hours and days as business dictates.
Advanced attention to detail and ability to prioritize and meet deadlines.
Excellent written communication and documentation skills.
Excellent verbal communication and interpersonal skills for working with peers and senior management.
Knowledge of MS Office, including Outlook, Word, and Excel.
Ability to multitask and strong organizational skills.
Ability to lead, support, and contribute to team goals.
Familiarity with Health Department guidelines and regulations for grocery retail.
Efficient planning and ability to execute for results.
Ability to improve staff performance through motivation, training, and clear expectations.
Ability to read and understand financial statements.

Nice To Haves

2–3 years of grocery retail experience with office management department processes and procedures.
Experience in the natural foods industry.
Accounting and cash-handling background.
Knowledge of Workday and Kronos UKG.

Responsibilities

Provide a positive checkout experience and measure results through reporting tools.
Turn customer service opportunities into positive solutions and work with all departments to maintain a positive customer experience.
Maintain the cleanliness and appearance of customer-facing areas, the parking lot, and store exterior, while supporting the safety of team members, customers, and company assets.
Review weekly Front End Department sales and labor projections to maximize sales and profits and keep operations within the allowed labor percentage.
Monitor and control costs and expenses, including store purchases, ordering and inventory control, and shrink.
Manage the Front End Department, including developing and scheduling the team, initiating performance reviews, and ensuring team members are trained on policies and procedures.
Manage E-commerce Compliance and ensure quality items are picked and provided to customers in a timely manner.
Oversee shift operations, including writing or approving department coverage, work schedules, and lane assignments.
Follow food safety protocols when handling products.
Communicate scanning and pricing errors using outlined processes.
Submit paperwork for new hires, terminations, and other changes, and maintain employee records in accordance with state law.
Complete daily cash office duties and report discrepancies or suspicious activities to the Store Director.
Reconcile monthly vendor statements and maintain detailed vendor invoice files.
Partner with the Regional HR Manager on employee benefits, payroll, and leave of absence issues.
Maintain store job requisitions and support leaders with hiring and onboarding processes as needed, including documentation and background checks.
Perform other duties as assigned.