Experience Manager

Meijer•Carmel, IN

2d•$21 - $30

About The Position

The Customer Experience Manager is responsible for managing all aspects of the Front End Department, including staffing, in-store and digital customer experience, and key metrics. The role assists customers and team members as needed while maintaining a friendly, energetic demeanor and following Front End procedures and general administrative compliance. The manager oversees checkout and customer service, department sales and labor performance, costs and inventory, team training and performance reviews, e-commerce compliance, shift operations, food safety compliance, cash office duties, vendor records, and hiring and employee documentation. The position also partners with the Regional HR Manager on benefits, payroll, and leave-of-absence matters. Fresh Thyme offers competitive compensation, incentive and recognition programs, and a benefits package. The listed base pay range is $20.50–$30.05, with incentive bonus opportunities that may vary based on individual and company performance.

Requirements

High school diploma or equivalency degree.
At least 2 years of professional experience.
Maintain the highest level of customer service.
Ability to adapt to a changing, high-volume retail environment and work in a cross-functional team.
Ability to take initiative when problems arise and use independent judgment to take immediate corrective action.
Flexibility to adapt to varied situations and business needs.
Advanced attention to detail and ability to prioritize and meet deadlines.
Excellent written communication and documentation skills.
Excellent verbal communication and interpersonal skills for working with peers and senior management across functions.
Knowledge of MS Office, including Outlook, Word, and Excel.
Ability to multitask and strong organizational skills.
Ability to lead, support, and contribute to team goals.
Ability to work varied hours and days as business dictates.
Familiarity with Health Department guidelines and regulations relevant to grocery retail.
Effective planning and ability to execute for results.
Ability to improve staff performance through motivation, training, and clear expectations.
Ability to read and understand financial statements.

Nice To Haves

2–3 years of grocery retail experience with Office Management department processes and procedures.
Previous experience in the natural foods industry.
Accounting and cash-handling background.
Knowledge of Workday and Kronos UKG.

Responsibilities

Provide a positive checkout experience and measure results using reporting tools.
Turn customer service opportunities into positive solutions.
Work with all departments to ensure and maintain a positive customer experience.
Maintain the cleanliness and appearance of customer-facing areas, the parking lot, and store exterior, supporting the safety of team members, customers, and company assets.
Review weekly Front End sales and labor projections to maximize sales and profits and keep operations within the allowed labor percentage.
Monitor and control costs and expenses, including store purchases, ordering and inventory control, and shrink.
Manage the Front End Department, including developing and scheduling the team, initiating required performance reviews, and ensuring team members are trained on policies and procedures.
Manage e-commerce compliance and ensure quality items are picked and provided to customers in a timely manner.
Oversee shift operations, including writing or approving department coverage, work schedules, and lane assignments.
Follow food safety protocols when handling products.
Communicate scanning and pricing errors according to outlined processes.
Submit paperwork for new hires, terminations, and other changes, and ensure employee records are documented in accordance with state law.
Complete daily cash office duties and report discrepancies or suspicious activity to the Store Director.
Reconcile monthly vendor statements and maintain detailed vendor invoice files.
Partner with the Regional HR Manager on employee benefits, payroll, and leave-of-absence issues.
Maintain store job requisitions and support leaders with hiring and onboarding tasks as needed, including documentation and background checks.
Perform other duties as assigned.