Full Time Customer Experience Manager
About The Position
This role is responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. The Customer Experience Manager will lead omnichannel processes, maintain store recovery standards to deliver Brand Promises, and provide friendly customer service. This position will also assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements. The role ensures the execution of Company policies and standards, holding the team accountable for store conditions and results. Additionally, the Customer Experience Manager is responsible for ensuring all front-end policies and procedures are followed and achieving their KPIs while managing their team to achieve their role KPIs. The role also involves planning and leading the execution of class and in-store events, managing and executing shrink and safety programs, assisting with cash reconciliation and bank deposits, and assisting with inventory processes. The Customer Experience Manager will also assist with the onboarding of new Team Members, train, observe, and coach the customer experience team, participate in the performance management process, support Talent Development, and utilize leadership competencies for continued self-development. Serving as Manager on Duty (MOD) is a key responsibility, which includes interacting with others in an accepting and respectful manner, remaining positive and respectful, promoting commitment to the organization’s vision and values, projecting a positive image, and serving as a role model. The role involves acknowledging customers, helping locate products, and providing solutions. The Customer Experience Manager will also participate in truck unloading and stocking processes and cross-train in Custom Framing selling and production. In select stores without a Framing Manager, responsibilities include leading the delivery of high-quality custom framing solutions.
Requirements
- Retail management experience preferred
Responsibilities
- Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations.
- Lead the omnichannel processes.
- Maintain store recovery standards to deliver our Brand Promises.
- Deliver friendly customer service.
- Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements; ensure execution of Company policies and standards; hold them accountable for store conditions and results
- Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs
- Plan and lead the execution of class and in-store events in accordance with Company programs
- Manage and execute shrink and safety programs
- Assist with cash reconciliation and bank deposits
- Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed
- Assist with the onboarding of new Team Members
- Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued self-development
- Serve as Manager on Duty (MOD)
- Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization’s vision and values; projects a positive image; and serves as a role model for others
- Acknowledge customers, help locate the product and provide solutions
- Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget
- Manage and execute the shrink and safety programs
- Cross train in Custom Framing selling and production
- In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager
- Other duties as assigned
Benefits
- health insurance (medical, dental, and vision)
- paid time off
- tuition assistance
- generous employee discounts
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
