Experienced Customer Experience Manager – Remote Home Improvement Retail

At arenaflex, we're on a mission to revolutionize the home improvement industry by providing exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a vital role in driving our customer-centric approach, ensuring that every customer interaction is a positive and memorable one. If you're passionate about delivering outstanding customer service, leading high-performing teams, and driving business growth, we want to hear from you!

About arenaflex

arenaflex is a leading home improvement retailer with a rich history of innovation and customer satisfaction. Our commitment to providing exceptional customer experiences has earned us a reputation as a trusted partner in the industry. We're proud to offer a wide range of products and services that cater to the diverse needs of our customers, from DIY enthusiasts to professional contractors.

Job Summary

As a Customer Experience Manager, you'll be responsible for leading a team of customer-facing associates, ensuring that they provide exceptional customer service, and driving business growth through effective sales strategies. You'll work closely with our Senior Managers and Associate Senior Managers to develop and implement customer-centric initiatives, analyze sales data, and identify opportunities for improvement. Your expertise in customer experience, leadership, and sales will be essential in driving our business forward and exceeding customer expectations.

Key Responsibilities

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Customer Experience (25%):

+ Drive customer satisfaction and associate engagement by mentoring associates on customer service procedures and ensuring that the team provides the highest level of customer service. + Resolve customer escalations within the store and through our customer care department. + Ensure Division Managers and Floor Deals Partners are prepared for high-volume sales periods. + Monitor customer flow through checkouts and take action to ensure customers receive quick, friendly service. + Make a positive impact as required.

People (25%):

+ Provide on-the-spot coaching based on observations and behavior. + Collaborate with Associate Senior Managers on formal performance discussions and discipline. + Recognize associates for demonstrating values-based behaviors and use recognition tools (Associate Grants) to highlight associates showing value-based behaviors and efficiency. + Contribute to Associate Senior Managers on associate performance and participate in ability planning for every hourly associate. + Assist Senior Managers and Associate Senior Managers with associate interviews and recruiting process + Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with Associate Senior Managers and Senior Managers regarding follow-up activities + Ensure adherence to work rule policies as outlined in the Guidelines of Execution. + Hold associates accountable for following all SOPs.

Chief On the Job (50%):

+ Lead the store opening shot meeting and walk every department to ensure store preparation. + Communicate messages, needs, and tasks to all associates. + Perform Opening, Closing, and MOD responsibilities as well as other entire store center responsibilities. + Approve daily store needs with Associate Senior Managers and Senior Managers. + Ensure associates complete all store tasks as per timing assumptions. + Contribute to associates, check issue revision, and deterrent activity is set up. + Ensure associates follow all safety and Hazardous materials procedures and Health Matters rules consistently. + Ensure all equipment and machines are functioning properly. + Review current and upcoming events and advertisements to determine if any action is required, collaborate with the proper Office Manager or Associate Manager as needed. + Direct Chief/Direct Reports + Reports to Senior Manager + Responsible for direct management of the work activities of others. This may include direct oversight of a shift or the coordination of multiple work groups.

Actual Requirements

* Should be able to stand or walk or constantly requires lifting/dealing with/conveying material or equipment of moderate weight (8-20 pounds).

• Working Conditions

+ Normally situated in a comfortable indoor area. There may be normal exposure to mild physical discomfort from variables like dust, exhaust, or odors, temperature extremes, clearly noise, solid drafts, or bright lights.

Standard Minimum Capabilities

* Should be legally allowed to work in the US.

• Ability to work an adaptable schedule

Favored Capabilities:

* Entire store management

• Large box retail experience
• Home improvement industry experience

What We Offer

* Competitive hourly rate: $20-$30/hour

• Opportunity to work in a dynamic and customer-centric environment
• Comprehensive training and development programs
• Collaborative and supportive team environment
• Recognition and rewards for outstanding performance
• Flexible scheduling to accommodate your needs

How to Apply

If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you! Apply now by clicking the link below: Apply Job! We can't wait to hear from you and explore how you can contribute to our mission of revolutionizing the home improvement industry! Apply for this job