Customer Experience Manager

Weis Markets • Fredericksburg, VA

10d • $18 - $25 • Onsite

About The Position

The Customer Experience Manager oversees front-end department operations and may assume responsibility for total store operations in the absence of store management. The role promotes positive customer relations, supports efficient checkout, enforces company procedures and applicable regulations, oversees bookkeeping and cash controls, and maintains equipment, supplies, safety, and sanitation standards. The manager supervises department associates, supports onboarding and training, coordinates staffing and schedules, and may assist other departments or with deliveries and cardboard baling when properly trained.

Requirements

• High school diploma or GED required.
• At least 3 years of experience in management in retail or a related field.
• Ability to perform each essential duty satisfactorily, with or without an accommodation.

Nice To Haves

• Associate or bachelor's degree in a business-related field is desirable.

Responsibilities

• Oversee all aspects of front-end department operations and, when store management is absent, potentially assume responsibility for total store operations.
• Promote excellent customer relations and positive customer-focused behavior; greet customers, answer questions, and resolve concerns promptly and professionally.
• Focus on continuous improvement in the department and make changes to ensure progress.
• Enforce cash-handling controls, security measures, company policies and procedures, and applicable laws and regulations concerning anti-money laundering, tobacco and alcohol sales, lottery, price accuracy, WIC, and related areas.
• Oversee bookkeeping procedures and conduct unannounced cashier audits.
• Assist cashiers with change, price checks, voids, refunds, and other checkout needs.
• Assist store management with onboarding front-end associates; train associates in fast, friendly, accurate, and efficient checkout service; communicate new programs and procedures; recognize and reward performance; participate in annual performance reviews; and use the Learning Management System for current and new associates.
• Use the auto-scheduler system to update associate availability, headcounts, and schedules to meet business demands and labor and sales-per-labor-hour goals.
• Control supply costs while maintaining adequate inventory, including paper and plastic bags.
• Direct customer flow through the front end, ensure enough checkouts are open, minimize wait times, and monitor breaks and lunches to maintain customer service.
• Oversee lot attendant service, including assisting customers with shopping carts and loading groceries into vehicles.
• Operate front-end scanning equipment and registers and perform checkout procedures, including efficiently bagging merchandise and placing it in customers’ carts.
• Assist customer service by answering phone calls politely and positively; use the intercom for announcements or pages.
• Maintain the functionality of equipment, hardware, and software, and promptly report issues requiring further resolution.
• Communicate promotions and sale items to cashiers, generate sales through suggestive selling, and participate in daily store huddles.
• Maintain knowledge of weekly advertisements, marketing promotions, and store layout to answer customer questions.
• Oversee safety and sanitation in the parking lot, porch, entrance and exit, and checkout area; keep cart corrals and the parking lot clear of carts; follow cleaning schedules and department guidelines; maintain clean work areas and equipment that meet health and OSHA requirements; and dispose of trash properly.
• Cooperate with coworkers and superiors to ensure smooth department and store operations and continuously improve job performance.
• Assist with baling cardboard or related duties when properly trained; training is provided.
• Assist with receiving, unloading, checking in, breaking down, and storing deliveries using a power jack or hand jack when properly trained; training is provided.
• Use company-provided personal protective equipment, including cut-resistant gloves, safety cutters, and company-sponsored footwear.
• Assist in other departments as needed.
• Supervise all associates within the department and potentially assume total leadership of the building in the absence of store management.

Benefits

• Minimum essential coverage (MEC) plan with 100% in-network coverage for preventive care services required by the Affordable Care Act.
• Two supplemental medical plan options: Advantage and Elite.
• Dental insurance.
• Vision insurance.
• Short-term disability coverage.
• Term life and AD&D coverage.
• Voluntary insurance options, including hospital indemnity and critical illness.
• 401(k) retirement savings plan.
• Scholarship program.
• Associate discount programs.
• Auto and home insurance.
• Employee assistance program.
• Pet insurance.
• Purchasing power program.
• Paid time off and sick pay, subject to position-specific eligibility and criteria.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED