Assistant Customer Experience Manager

Weis Markets - Macungie, PA

Full-time - Entry Level

Macungie, PA

1,001-5,000 employees

Food and Beverage Retailers

About the position

The Assistant Customer Experience Manager at Weis Markets plays a crucial role in ensuring a positive shopping experience for customers while supporting the overall operations of the store. This position is centered around promoting excellent customer relations by instilling a customer-focused attitude among associates. The Assistant Manager is expected to greet customers warmly, address their inquiries, and resolve any concerns in a professional manner. Continuous improvement is a key focus, and the Assistant Manager is responsible for implementing changes that enhance the customer experience and operational efficiency. In addition to customer service responsibilities, the Assistant Customer Experience Manager assists the Customer Experience Manager in overseeing all aspects of front-end operations. This includes performing the duties of the Customer Experience Manager in their absence and taking on complete responsibility for store operations when store management is unavailable. The role requires strict adherence to cash handling controls and security measures to prevent losses, as well as compliance with company policies and state laws regarding various sales regulations. The Assistant Manager also oversees bookkeeping procedures, assists Customer Experience Associates with transactions, and conducts audits on cashiers to ensure accuracy. Training and onboarding new associates is a vital part of the role, as is recognizing and rewarding associate performance. The Assistant Manager utilizes the Learning Management System (LMS) to facilitate training and updates schedules to meet business demands while controlling labor costs. Moreover, the Assistant Customer Experience Manager is responsible for directing customer flow through the front end, ensuring that checkout lines are adequately staffed to minimize wait times. They monitor breaks and lunches to maintain uninterrupted customer service and oversee the cleanliness and safety of the store environment. This position requires a proactive approach to maintaining equipment functionality and communicating promotions to cashiers. Overall, the Assistant Customer Experience Manager is integral to the smooth operation of the store and the satisfaction of its customers.

Responsibilities

• Promotes excellent customer relations by instilling positive customer focused behavior with associates.
• Greets customers, answers questions, and resolves customer concerns promptly.
• Focuses on continuous improvement in all areas of the department.
• Assists Customer Experience Manager in overseeing all aspects of front-end operations.
• Performs duties of the Customer Experience Manager in their absence.
• May assume complete responsibility for total store operations in the absence of store management.
• Enforces cash handling control and security measures to identify and prevent losses.
• Follows and enforces all company policies/procedures related to Front End operations.
• Adheres to all company and state laws and regulations related to sales compliance.
• Oversees bookkeeping procedures and assists Customer Experience Associates with transactions.
• Conducts unannounced audits on cashiers.
• Assists store management in onboarding customer experience associates.
• Trains associates to provide a fast, friendly, accurate, and efficient checkout experience.
• Implements and communicates new programs and procedures to associates.
• Recognizes and rewards associate performance and participates in annual performance reviews.
• Utilizes the Learning Management System (LMS) for training associates.
• Updates Front End associate availabilities, headcounts, and schedules using the auto-scheduler system.
• Controls supply costs while ensuring adequate inventory levels.
• Directs the flow of customers through the Front End and ensures sufficient checkouts are open.
• Monitors breaks and lunches to ensure customer service is not interrupted.
• Oversees lot attendant service and assists customers with shopping carts.
• Operates front-end scanning equipment and performs checkout procedures.
• Assists customer service with answering phone calls and making necessary announcements.
• Maintains functionality of equipment and reports issues in a timely manner.
• Communicates promotions and sale items to cashiers.
• Generates sales by suggestive selling and participates in daily huddles.
• Maintains knowledge of weekly ads, marketing promotions, and store layout.
• Oversees safety and sanitation of the parking lot and checkout area.
• Keeps cart corrals and parking lot clean and clear of carts.
• Responsible for general sanitation in the department and follows cleaning schedules.
• Ensures smooth function of department and store by cooperating with co-workers and superiors.
• Continuously improves job performance and may assist with other duties as needed.

Requirements

• Ability to supervise associates within the department.
• Strong customer service skills and a positive attitude.
• Experience in retail management or a similar role is preferred.
• Knowledge of cash handling procedures and security measures.
• Familiarity with company policies and state laws related to sales compliance.
• Ability to train and onboard new associates effectively.
• Strong organizational skills to manage schedules and inventory levels.
• Ability to communicate effectively with customers and associates.

Nice-to-haves

• Experience in a grocery or retail environment.
• Familiarity with Learning Management Systems (LMS).
• Knowledge of bookkeeping procedures and cash audits.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on store products.
• Opportunities for professional development and training.