Customer Experience Manager
- 25% - Customer Service / Experience - Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service. Lead GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Ensure Customer concerns are solved effectively and take necessary actions to resolve situations promptly. Ensure all associates understand the impact of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors. Provide feedback on service standards. Monitor customer flow through checkouts and take action to ensure customers are receiving fast.
- 25% - People - Provide in the moment coaching based on observations and behavior. Partners with ASMs regarding formal performance conversations and discipline. Recognizes associates for demonstrating expectations. Use recognition tools (BRAVO / Homer) to highlight associates demonstrating values-based behaviors and productivity. Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-shelf availability, and Store Appearance Standards. Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks. Walk off-shelf merchandising locations; ensure areas are set according to MAP or regional direction. Ensure associates have completed training requirements of position. Give input to ASMs on associate performance and participate in talent planning for all hourly associates. Assist SM and ASMs with associate interview and hiring process. Approve and address missed punches, variances, schedule changes, receive "call outs," and communicate with ASMs and SM regarding follow-up actions. Communicate and ensure associates adhere to store standards. Adhere to all Company policies and procedures and holds associates accountable for the same.
- 25% - Safety - Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times. Complete specified safety training courses applicable to role and follow all prevention policies and procedures. Use Proper PPE (Personal Protective Equipment) and guide associates on proper use. Utilize proper lifting techniques and educate store associates on these practices. Obey the required safe distances around Lift Equipment and guide other associates on the correct policies. Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules. Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner; ensure that aisles and flooring surfaces are safe. Ensure associates complete all store checklist in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action in put in place. Recognize store associates for safe behavior.
- 25% - Shared Manager On Duty - Lead store kickoff meeting and walk each department to ensure store readiness. Communicate messages, priorities and tasks to all associates. Perform Opening, Closing and MOD tasking as well as other whole store focus responsibilities. Conduct hand-off walk with the prior MOD before their shift ends; identify areas for focus or follow-up. Validate daily store priorities with ASMs and SMs. Ensure associates complete all store checklists in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action is put in place. Make sure all equipment and machines are functioning properly. Review current and upcoming events and ads to determine if any action is required; partner with appropriate DS or ASM as required.
- This Position typically reports to Store Manager
- This Position has 0 Direct Reports
- No travel required.
- Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
- Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
- Must be eighteen years of age or older.
- Must be legally permitted to work in the United States.
- None
- The knowledge, skills and abilities typically acquired through the completion of a high school diploma and/or GED.
- None
- 1
- None
- None
- None
- None
- Action Oriented
- Directs Work
- Builds Effective Teams
- Drives Engagement
Recommended Jobs
General Superintendent
At Petri Electric, we're not just wiring buildings, we're building up the next generation of field leaders. We're on the hunt for a General Superintendent who knows how to lead from the front, coac…
Machinist (1st, 2nd, and Weekend Shifts)
We are seeking skilled CNC Machinists to join our team at Emerson in Brenham, TX! In this role, you will be responsible for the safe and efficient setup and programming of CNC equipment, ensuring high…
RN - ICU - Intensive Care Unit
We are seeking a compassionate and skilled RN for the ICU in North Richland Hills, TX, offering $1,540/week. Provide direct patient care to critically ill patients in the ICU setting. Monitor vi…
Senior Financial Analyst (On-Site)
The OccuNet Company is an innovative company striving to reduce the cost of healthcare. We are a passionate group of people that care about affordable access to healthcare without sacrificing experien…
Senior Project Manager- Commercial Roofing
Senior Project Manager – Commercial Roofing (Austin) Salary: $95K–$110K base (depending on experience), plus Year-end bonus Relocation considered for the right person Gas card if travel is…
Remote Deputy Program Manager (Behavioral Healthcare Operations)
Title: Remote Deputy Program Manager (Behavioral Healthcare Operations) BELONG. CONNECT. GROW. with KBR. Around here, we define the future. We are a company of innovators, thinkers, creator…
Operations Manager
Title: Operations Manager BELONG. CONNECT. GROW. with KBR. Around here, we define the future. We are a company of innovators, thinkers, creators, explorers, volunteers, and dreamers. But w…
Business Development Manager, Thermoset Composites
About us At ExxonMobil, our vision is to lead in energy innovations that advance modern living and a net-zero future. As one of the world's largest publicly traded energy and chemical companies,…
Sr. Tax Analyst (Property/Income)
Job ID#: 34191 Sr. Tax Analyst – (Property/Income) Prime Galleria location with growing company – Energy Sector Must have strong Property & Income Tax experience – Min 3 years Assist in t…