Customer Experience Manager

Weis Markets - Hampstead, MD

Full-time - Mid Level

Hampstead, MD

Food and Beverage Retailers

About the position

The Customer Experience Manager at Weis Markets is a pivotal role responsible for overseeing the front-end department operations and ensuring a positive shopping experience for customers. This position requires a strong focus on customer relations, promoting a customer-centric culture among associates, and maintaining high standards of service. The manager will be expected to greet customers warmly, address their inquiries, and resolve any concerns in a professional manner. Continuous improvement is a key aspect of this role, as the manager will implement changes to enhance service delivery and operational efficiency. In addition to customer service responsibilities, the Customer Experience Manager will enforce cash handling controls and security measures to prevent losses. This includes adhering to company policies and state regulations related to various sales, such as tobacco, alcohol, and lottery. The manager will also oversee bookkeeping procedures and assist cashiers with transactions, ensuring compliance with all operational standards. Training and onboarding of front-end associates is another critical responsibility. The manager will utilize the Learning Management System (LMS) to ensure that all associates are equipped to provide a fast, friendly, and accurate checkout experience. Recognizing and rewarding associate performance is essential, as is participating in annual performance reviews. The manager will also be responsible for scheduling and labor management, ensuring that the front-end team is adequately staffed to meet customer demand while adhering to budgeted labor rates. This includes controlling supply costs and maintaining inventory levels for essential items such as bags and other supplies. Customer flow management is crucial, and the manager will ensure that sufficient checkouts are open to minimize wait times. They will also oversee the lot attendant service, ensuring that customers receive assistance with shopping carts and loading groceries. Communication is key, as the manager will relay information about promotions and sales to cashiers and participate in daily store huddles. Safety and sanitation are also part of the manager's responsibilities, ensuring that the parking lot and checkout areas are clean and compliant with health and safety regulations. The manager may also assist in other departments as needed, demonstrating flexibility and teamwork within the store environment.

Responsibilities

• Oversees all aspects of front-end department operations.
• Promotes excellent customer relations by instilling positive customer focused behavior with associates.
• Enforces cash handling control and security measures to identify and prevent losses.
• Assists cashiers with getting change, checking prices, voids, refunds, etc.
• Conducts unannounced audits on cashiers.
• Assists store management in onboarding front end sales associates.
• Trains associates to provide a fast, friendly, accurate and efficient checkout experience for customers.
• Utilizes the auto-scheduler system to update Front End associate availabilities, headcounts, and schedules.
• Controls supply costs while ensuring adequate inventory levels to meet business demands.
• Directs the flow of customers through the Front End to minimize wait times.
• Oversees lot attendant service to assist customers with shopping carts and loading groceries into vehicles.
• Operates front-end scanning equipment and register, performs all related check out procedures.
• Assists customer service with answering phone calls with a polite and positive attitude.
• Maintains functionality of equipment, hardware, and software.
• Communicates all information to cashiers regarding special promotions and sale items.
• Maintains knowledge of weekly ads, marketing promotions and store layout to answer customer questions.
• Oversees safety and sanitation of the parking lot, porch, entrance/exit, and checkout area.
• Ensures smooth function of department and store by cooperating with co-workers and superiors.
• May assist with baling cardboard or other related duties.
• May assist with receiving, unloading, checking-in, breaking-down, and storing deliveries.

Requirements

• High School Diploma or GED required.
• Associate or bachelor's degree in business related field desirable.
• Minimum 3 years' experience in management of retail or related field.