Customer Experience Manager

Customer Experience Manager

Requirements

• 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
• Ensure all front end policies and procedures are followed
• Achieve your KPIs and manage your team to achieve their role KPIs
• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements
• Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results
• Serve as Manager on Duty (MOD)
• Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations; promote commitment to the organization’s vision and values; project a positive image; and serve 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
• 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
• 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

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
• 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)
• Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations; promote commitment to the organization’s vision and values; project a positive image; and serve 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

Preferred Qualifications

• Retail management experience preferred