Customer Experience Manager

New Morning Market•Woodbury, CT

just now•Onsite

About The Position

Purpose: The Customer Experience Manager is responsible for the successful running of front-end operations, customer service, and all point-of-sale support within the store. This position focuses on maintaining excellent customer service, which upholds New Morning Market’s mission to guide our customers through the process of obtaining products and services that they need to live a healthy and sustainable lifestyle. Directing and monitoring all department staff with the support of Store Leadership Maintaining New Morning Market’s strong legacy of delighting our customers Overseeing special customer service projects This position will also be required to fulfill the duties of the Manager on Duty (MOD) as well as required to work at least one opening shift, one closing shift, and one weekend shift within their 38–40-hour work week. Excellent Customer Service: Providing excellent customer service is the core of New Morning Market’s mission. As the Store Support Manager for the front end and customer service, this position will be training and managing the majority of staff who have direct interactions with our customers. New Morning Market is known for our customer care and our amazing staff who ensure that goodness is an ingredient in every visit to our store. This position’s main focus will be to identify opportunities in the Front-End department to improve customer experience by: Respond to and resolve customer service and/or transaction issues in a timely manner; knowing when to escalate unsolvable issues to upper management. Ensure that company policies and procedures are clearly defined and adhered to by both staff and customers. Create a positive lasting impression on customers Oversee operations and needs of the Front-End department, running a register and training new cashiers Handle overrides at the front end and getting cash drawers for cashiers. Direct cashiers to other tasks when not busy at the register Provide excellent customer service and train others to do so Cash Handling & Security: Ensure accuracy and security of all cash received through front-end, by upholding established money-handling procedures, reviewing cashier over/short data, and giving feedback to cashiers. Along with Shift Leads, responsible for overseeing all money handling during shift including accurate pickups, loans, change making, cash till reconciliations and deposits. Responsible for control of cash room and safe during scheduled shift. Ensure the safe is secured at all times. Enforce and perform all money security procedures during shift i.e., keeping cash tills locked in safe while cashiers are on break. Supply all cashiers with their tills at the beginning of each cashier’s shift. Validate funds with cashier. Supply all cashiers with change throughout the duration of shift. Perform pickups from cashiers’ tills before the end of shift. Pick up coin order from bank; also make daily bank deposits. Responsible for giving manager approvals, when needed, according to company policies. Review risky transactions to ensure dual control with CFO. Ensure that Shift Leads (or a responsible, designated cashier) pick up change and deposit receipts from the bank. Ensure that Shift Leads follow proper procedures when performing shift lead duties, such as proper key flick operations, policy and procedure. Achieving Operational Excellence: This role will partner with New Morning Market’s Leadership Team to ensure all processes and tasks are managed effectively and efficiently. Critical areas of focus include: Overall customer satisfaction Overseeing front end operations Achieving labor budget through effective scheduling Policy compliance Product signage and merchandising Meeting quality standards Managing and delegating store cleaning/sanitation tasks Ensuring staff safety You will impact these areas by: Monitoring customer wait time and training staff to request additional cashier help as needed. Drive an increase in the average sales. Analyzing and improving customer service from a full store view. Managing the special-order process. Overseeing the team who supports customer experience special projects such as donations, various community relations projects, sales changeover support, vendor demos, and customer events. Leadership & Professionalism At New Morning Market we believe customer service begins with this position. We hold the Store Support Manager to always communicate in an ethical, respectful and professional manner, inspiring others to be passionate about New Morning Market’s mission, achieving our strategic objectives, and most importantly, treating your fellow staff, customers, and vendors in a civil and respectful manner. In this role, you will: Train and direct staff to achieve operational excellence at the Front End Partner with fellow store managers to successfully drive execution of store objectives and be a champion in supporting an ever-changing environment. Assign staff duties as needed to support the needs of the store. Lead by example, adhering to company policies, procedures and standards. Train new staff in company policies, procedures and standards Drive excellent customer service Be professional at all times and provide appropriate leadership for the staff and the store.

Responsibilities

Directing and monitoring all department staff with the support of Store Leadership
Maintaining New Morning Market’s strong legacy of delighting our customers
Overseeing special customer service projects
Fulfill the duties of the Manager on Duty (MOD)
Work at least one opening shift, one closing shift, and one weekend shift within their 38–40-hour work week
Respond to and resolve customer service and/or transaction issues in a timely manner; knowing when to escalate unsolvable issues to upper management.
Ensure that company policies and procedures are clearly defined and adhered to by both staff and customers.
Create a positive lasting impression on customers
Oversee operations and needs of the Front-End department, running a register and training new cashiers
Handle overrides at the front end and getting cash drawers for cashiers.
Direct cashiers to other tasks when not busy at the register
Provide excellent customer service and train others to do so
Ensure accuracy and security of all cash received through front-end, by upholding established money-handling procedures, reviewing cashier over/short data, and giving feedback to cashiers.
Along with Shift Leads, responsible for overseeing all money handling during shift including accurate pickups, loans, change making, cash till reconciliations and deposits.
Responsible for control of cash room and safe during scheduled shift. Ensure the safe is secured at all times.
Enforce and perform all money security procedures during shift i.e., keeping cash tills locked in safe while cashiers are on break.
Supply all cashiers with their tills at the beginning of each cashier’s shift. Validate funds with cashier.
Supply all cashiers with change throughout the duration of shift.
Perform pickups from cashiers’ tills before the end of shift.
Pick up coin order from bank; also make daily bank deposits.
Responsible for giving manager approvals, when needed, according to company policies.
Review risky transactions to ensure dual control with CFO.
Ensure that Shift Leads (or a responsible, designated cashier) pick up change and deposit receipts from the bank.
Ensure that Shift Leads follow proper procedures when performing shift lead duties, such as proper key flick operations, policy and procedure.
Overall customer satisfaction
Overseeing front end operations
Achieving labor budget through effective scheduling
Policy compliance
Product signage and merchandising
Meeting quality standards
Managing and delegating store cleaning/sanitation tasks
Ensuring staff safety
Monitoring customer wait time and training staff to request additional cashier help as needed.
Drive an increase in the average sales.
Analyzing and improving customer service from a full store view.
Managing the special-order process.
Overseeing the team who supports customer experience special projects such as donations, various community relations projects, sales changeover support, vendor demos, and customer events.
Train and direct staff to achieve operational excellence at the Front End
Partner with fellow store managers to successfully drive execution of store objectives and be a champion in supporting an ever-changing environment.
Assign staff duties as needed to support the needs of the store.
Lead by example, adhering to company policies, procedures and standards.
Train new staff in company policies, procedures and standards
Drive excellent customer service
Be professional at all times and provide appropriate leadership for the staff and the store.