Experienced Customer Experience Manager – Home Improvement Retail Industry
At arenaflex, we're dedicated to providing exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a vital role in driving customer satisfaction, partner engagement, and store operations across our stores. 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-centricity. We're committed to providing our customers with the best products, services, and experiences in the industry. Our team is passionate about making a difference in the lives of our customers, and we're looking for like-minded individuals to join our team.
Job Summary
As a Customer Experience Manager, you'll be responsible for leading the execution of store standards across the entire store, including customer service, division availability, and operational cycles. You'll mentor partners, resolve customer escalations, and perform Director On the Job (MOD) responsibilities. You'll also contribute to the Senior Manager (SM) and Associate Senior Manager (ASM) on partner performance through continuous performance management and development conversations.
Key Responsibilities and Accountabilities
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Customer Experience (25%):
+ Drive customer satisfaction and partner engagement by mentoring partners on customer service procedures and ensuring the team provides the highest level of customer service. + Resolve customer escalations within the store and through Customer Care. + 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 and friendly help. + Make a restorative move as required.
People (25%):
+ Provide on-the-spot coaching based on observations and behavior. + Collaborate with Associate Senior Managers (ASMs) regarding formal performance discussions and discipline. + Recognize partners for exhibiting values-based behaviors and efficiency, and use recognition tools (Partner Grants) to feature partners showing value-based behaviors and efficiency. + Contribute to ASMs on partner performance and participate in ability planning for every hourly partner. + Help SM and ASMs with partner interviews and recruiting process. + Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with ASMs and SM regarding follow-up activities. + Ensure adherence to work rule arrangements in regards to safety and security referred to in the Guidelines of Execution. + Hold partners accountable for following all SOPs.
Chief On the Job (50%):
+ Lead store opening shot gathering and walk every division to ensure store preparation. + Communicate messages, needs, and tasks to all partners. + Perform Opening, Closing, and MOD entrusting, as well as other entire store center responsibilities. + Approve daily store needs with ASMs and SMs. + Ensure partners complete all store agenda as per timing assumptions. + Contribute to partners, check issue revision, and deterrent activity is set up. + Ensure partners follow all safety and Hazardous materials methods and Wellbeing Matters rules consistently. + Ensure all equipment and machines are working properly. + Survey current and forthcoming events and advertisements to decide whether any action is required, collaborate with proper Office Boss or Partner Head supervisor as required.
Requirements and Qualifications
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Actual Requirements:
+ Should constantly stand or walk or consistently requires lifting/dealing with/conveying material or equipment of moderate weight (8-20 pounds).
Working Conditions:
+ Normally situated in an agreeable indoor region. There might be normal exposure to gentle physical discomfort from variables like dust, exhaust, or scents, temperature limits, clearly noise, solid drafts, or bright lights.
Standard Least 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 salary range: $20 - $30/hour
- Opportunities for career growth and development
- Collaborative and dynamic work environment
- Recognition and rewards for outstanding performance
- Comprehensive benefits package, including medical, dental, and vision insurance
- 401(k) retirement plan with company match
- Paid time off and holidays
- Professional development opportunities
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 to join our team at arenaflex and take the first step towards a rewarding and challenging career. Apply Job! Apply for this job