Customer Experience Manager

Weis Markets•Hummelstown, PA

2d•Onsite

About The Position

The Customer Experience Manager is responsible for overseeing all aspects of front-end department operations. In the absence of store management, this role may assume complete responsibility for total store operations. The position promotes excellent customer relations by instilling positive customer-focused behavior with associates, and is responsible for continuous improvement in all areas of the department. This role enforces cash handling control and security measures, follows and enforces all company policies and procedures, and adheres to all company and state laws and regulations related to compliance. The Customer Experience Manager oversees bookkeeping procedures, assists cashiers, conducts unannounced audits, and assists store management in onboarding and training front-end sales associates. They implement and communicate new programs and procedures, recognize and reward associate performance, and participate in associate annual performance reviews. This role utilizes the Learning Management System (LMS) and the auto-scheduler system to manage associate schedules and labor goals. Additionally, the Customer Experience Manager controls supply costs, directs customer flow through the Front End to minimize wait times, monitors breaks and lunches, and oversees lot attendant service. They operate front-end scanning equipment and registers, perform checkout procedures, answer phone calls, use the intercom, maintain equipment functionality, and communicate information regarding promotions and sales. The role also involves suggestive selling, participating in daily huddles, maintaining knowledge of weekly ads and promotions, and overseeing the safety and sanitation of the parking lot, entrance/exit, and checkout area. Responsibilities include general sanitation, following cleaning schedules, proper trash disposal, cooperating with co-workers and superiors, and continuously improving job performance. Depending on training, this role may also assist with baling cardboard, receiving and unloading deliveries, and operating power or hand jacks. Utilization of all company-provided Personal Protective Equipment (PPE) is required. The Customer Experience Manager supervises all Associates within the department and may assume total leadership of the building in the absence of store management.

Requirements

High School Diploma or general education degree (GED) required.
Minimum 3 years' experience in management of retail or related field.

Nice To Haves

Associate or bachelor's degree in business related field desirable.

Responsibilities

Oversees all aspects of front-end department operations.
In the absence of store management, may assume complete responsibility for total store operations.
Promotes excellent customer relations by instilling positive customer focused behavior with associates.
Smiles and greets customers, answers customer questions and helps resolve customer concerns promptly in a polite and professional manner.
Focuses on continuous improvement in all areas of the department and makes changes to ensure progress.
Enforces cash handling control and security measures to identify and prevent losses.
Follows and enforces all company policies/procedures related to Front End operations.
Adheres to all company and state laws and regulations related to Anti-Money Laundering Compliance, tobacco and alcohol sales, lottery, price accuracy, WIC, etc.
Oversees bookkeeping procedures.
Assists cashiers with getting change, checking prices, voids, refunds, etc.
Conducts unannounced audits on cashiers.
Assists store management in onboarding front end sales associates.
Trains associates to provide a fast, friendly, accurate and efficient checkout experience for customers.
Implements and communicates new programs and procedures to associates.
Recognizes and rewards associate performance.
Participates in associate annual performance reviews.
Utilizes the Learning Management System (LMS)for current and new associates.
Utilizes the auto-scheduler system to update Front End associate availabilities, headcounts, and schedules to meet weekly business demands while achieving budgeted labor rates and sales per labor hour goals.
Controls supply costs while ensuring adequate inventory levels to meet business demands (e.g., paper and plastic bags, etc.).
Directs the flow of customers through the Front End.
Makes sure there are sufficient checkouts open to properly and efficiently service customers, keeping wait time to a minimum.
Monitors breaks and lunches so customer service is not interrupted.
Oversees lot attendant service to assist customers with shopping carts and loading groceries into vehicles.
Operates front-end scanning equipment and register, performs all related check out procedures including properly bagging merchandise efficiently and placing merchandise in customer’s cart.
Assist customer service with answering phone calls with a polite and positive attitude.
Uses intercom for necessary announcements or pages.
Maintains functionality of equipment, hardware, and software.
Reports any issues requiring further resolution in a timely manner.
Communicates all information to cashiers regarding special promotions and sale items.
Generate sales by suggestive selling.
Attends and participates in store’s daily huddles.
Maintains knowledge of weekly ads, marketing promotions and store layout to answer customer questions.
Oversees safety and sanitation of the parking lot, porch, entrance/exit, and checkout area.
Keeps cart corrals and parking lot clean and clear of carts.
Responsible for general sanitation in the department.
Follows cleaning schedules and department guidelines to ensure that work areas, equipment, counters, display cases, etc. are well maintained, clean and meet all health and OSHA requirements.
Disposes of trash properly.
Ensures smooth function of department and store by cooperating with co-workers and superiors.
Responsible to continuously improve job performance.
May assist with baling cardboard or other related duties (if properly trained. Training provided).
May assist with receiving, unloading, checking-in, breaking-down, and storing deliveries through operation of a power jack or hand jack if properly trained. Training provided.
Responsible for utilization of all company provided Personal Protected Equipment (PPE). Including but not limited to cut resistant gloves, safety cutters, company sponsored footwear, etc.
May also be called upon to assist in other departments.