Customer Experience Manager

Noble Village Group•Clawson, MI

43d

About The Position

Key Responsibilities Operations & Customer Experience • Oversee all day-to-day non-kitchen operations including grocery retail, cashier team, customer service, and front-of-house presentation • ORDER FULLFILLMENT • Ensure exceptional customer experience through consistent service standards, cleanliness, organization, and hospitality • Actively monitor customer flow, service speed, and overall guest satisfaction • Resolve customer concerns professionally and promptly, escalating when necessary Team Leadership & People Management • Recruit, interview, hire, onboard, train, and schedule non-kitchen staff Job Description CEM 26.01.22 DRAFT • Lead performance management including coaching, feedback, corrective action, and terminations when necessary • Build and maintain a positive, respectful, and accountable workplace culture • Ensure appropriate staffing levels to meet operational demands and sales volume Training & Development • Implement and maintain training programs for customer service, cashier operations, grocery standards, safety, and brand expectations • Ensure all team members are properly trained on SOPs, POS systems, policies, and service standards • Identify training gaps and coordinate retraining or development plans as needed Quality Assurance & Brand Standards • Maintain food hall appearance, merchandising standards, signage, and customer-facing areas in alignment with brand guidelines • Conduct regular quality checks to ensure product presentation, pricing accuracy, labeling, and cleanliness standards are met • Support brand promotion efforts including in-store promotions, events, and customer engagement initiatives Compliance, Safety & Inspections • Serve as primary contact for health department inspections, regulatory agencies, and compliance visits related to non-kitchen operations • Ensure compliance with local, state, and federal regulations, company policies, and safety standards • Maintain documentation related to inspections, corrective actions, and compliance follow-ups Administrative & Reporting • Oversee scheduling, timekeeping, attendance tracking, and labor controls for non-kitchen teams Job Description CEM 26.01.22 DRAFT • Monitor operational metrics such as sales trends, labor costs, customer feedback, and service performance • Communicate operational updates, challenges, and improvement opportunities to senior leadership Qualifications • 3–5+ years of management experience in food service, grocery retail, food halls, or hospitality • Proven experience leading teams, managing schedules, and overseeing daily operations • Strong customer service orientation with the ability to handle high-volume environments • Working knowledge of labor laws, safety standards, and regulatory compliance • Experience interacting with health departments or regulatory agencies preferred Skills & Competencies • Strong leadership, communication, and conflict-resolution skills • Excellent organizational and time-management abilities • Detail-oriented with a focus on consistency and quality • Ability to multitask, prioritize, and make sound decisions in fast-paced settings • Comfortable coaching, disciplining, and developing team members Work Environment & Schedule • Full-time, salaried position • Schedule includes evenings, weekends, and holidays as required by business operations • Requires extended periods of standing, walking, and active floor supervision Other Duties Perform other duties as assigned to support the overall success of the food hall and organization

Requirements

3–5+ years of management experience in food service, grocery retail, food halls, or hospitality
Proven experience leading teams, managing schedules, and overseeing daily operations
Strong customer service orientation with the ability to handle high-volume environments
Working knowledge of labor laws, safety standards, and regulatory compliance
Strong leadership, communication, and conflict-resolution skills
Excellent organizational and time-management abilities
Detail-oriented with a focus on consistency and quality
Ability to multitask, prioritize, and make sound decisions in fast-paced settings
Comfortable coaching, disciplining, and developing team members

Nice To Haves

Experience interacting with health departments or regulatory agencies preferred

Responsibilities

Oversee all day-to-day non-kitchen operations including grocery retail, cashier team, customer service, and front-of-house presentation
ORDER FULLFILLMENT
Ensure exceptional customer experience through consistent service standards, cleanliness, organization, and hospitality
Actively monitor customer flow, service speed, and overall guest satisfaction
Resolve customer concerns professionally and promptly, escalating when necessary
Recruit, interview, hire, onboard, train, and schedule non-kitchen staff
Lead performance management including coaching, feedback, corrective action, and terminations when necessary
Build and maintain a positive, respectful, and accountable workplace culture
Ensure appropriate staffing levels to meet operational demands and sales volume
Implement and maintain training programs for customer service, cashier operations, grocery standards, safety, and brand expectations
Ensure all team members are properly trained on SOPs, POS systems, policies, and service standards
Identify training gaps and coordinate retraining or development plans as needed
Maintain food hall appearance, merchandising standards, signage, and customer-facing areas in alignment with brand guidelines
Conduct regular quality checks to ensure product presentation, pricing accuracy, labeling, and cleanliness standards are met
Support brand promotion efforts including in-store promotions, events, and customer engagement initiatives
Serve as primary contact for health department inspections, regulatory agencies, and compliance visits related to non-kitchen operations
Ensure compliance with local, state, and federal regulations, company policies, and safety standards
Maintain documentation related to inspections, corrective actions, and compliance follow-ups
Oversee scheduling, timekeeping, attendance tracking, and labor controls for non-kitchen teams
Monitor operational metrics such as sales trends, labor costs, customer feedback, and service performance
Communicate operational updates, challenges, and improvement opportunities to senior leadership
Perform other duties as assigned to support the overall success of the food hall and organization