Customer Experience Manager Panama City Beach FL
About The Position
The Customer Experience Manager leads customer service and front-end operations, ensuring crew members deliver the B.E.S.T. customer service experience and provide guests with fast, friendly checkout. The role leads the assigned store toward customer service score goals set by the District Manager and maintains front-end merchandising and equipment to brand standards. The manager supports daily store operations, including opening and closing procedures, cleanliness, recovery, and readiness for customers. They perform Store Manager duties when the Store Manager is absent and partner with store leadership on recruiting, training, coaching, developing, and supervising crew members, merchandising, and World Recovery. The role also includes store maintenance tasks. Additional responsibilities may be assigned by the Store Manager based on store needs. This position requires frequent customer and coworker communication, cash-register operation, merchandise handling, and movement throughout the sales floor and stock room. The schedule must be flexible to meet business needs and may include day, evening, weekend, or overnight shifts and travel as required.
Requirements
- High school graduate or equivalent.
- Minimum 2 years of management experience.
- Excellent verbal and written communication skills.
- Ability to multitask.
- Creative thinking.
- Ability to maintain composure under pressure.
- Must be at least 18 years old and able to perform essential job functions in compliance with applicable federal, state, and local laws.
- Ability to work a flexible schedule, including day, evening, weekend, and potentially overnight shifts, with travel as required.
- Ability to operate a cash register frequently.
- Ability to frequently move merchandise weighing up to 25 lbs and place or remove merchandise at heights of 5–10 feet.
- Ability to frequently climb and descend ladders to retrieve and put away stock.
- Ability to frequently kneel, bend, twist, and stoop, including in the stock room and on the sales floor.
- Ability to frequently communicate and exchange accurate information with customers, managers, and coworkers, in person and by telephone.
- Ability to frequently move across the sales floor and between the sales floor and stock room.
- Ability to identify and understand email and printed instructions regarding merchandise layouts, associate schedules, and standard operating procedures.
- Ability to remain in a stationary, upright position for 80% of the time.
Nice To Haves
- College experience preferred.
Responsibilities
- Ensure crew members provide customer service through personal contact and train them on the B.E.S.T. customer service experience.
- Lead the assigned store toward customer service score goals provided by the District Manager.
- Lead front-end operations and maintain front-end merchandising to brand standards.
- Ensure front-end equipment is working and associates are trained to provide applicable services.
- Complete opening and closing procedures and maintain store cleanliness, recovery, and readiness for customers.
- Perform Store Manager duties in the Store Manager’s absence.
- Partner with the Store Manager to recruit, train, coach, develop, and supervise crew members.
- Review corporate communications and respond accordingly.
- Partner with the store leadership team on merchandising procedures and World Recovery.
- Perform store maintenance, including taking out garbage, sweeping, cleaning bathrooms, and maintaining the stock room.
- Perform additional responsibilities as determined by the Store Manager based on store needs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
