Customer Experience Manager

Weis Markets - Allentown, PA

Full-time - Mid Level

Allentown, PA

Food and Beverage Retailers

About the position

The Customer Experience Manager at Weis Markets plays a crucial role in overseeing the front-end department operations, ensuring that customer service is prioritized and that associates are trained to provide a positive shopping experience. This position requires a strong focus on customer relations, where the manager is expected to instill a customer-focused behavior among associates, greeting customers with a smile, addressing their inquiries, and resolving any concerns in a professional manner. The manager is also responsible for continuous improvement within the department, making necessary changes to enhance service quality and operational efficiency. In addition to customer service, the Customer Experience Manager enforces cash handling controls and security measures to prevent losses, ensuring compliance with company policies and state laws related to various sales regulations. The manager assists cashiers with operational tasks, conducts audits, and oversees bookkeeping procedures to maintain financial integrity. Training and onboarding of new front-end associates is a key responsibility, where the manager utilizes the Learning Management System (LMS) to facilitate training and performance reviews, recognizing and rewarding outstanding associate performance. The role also involves managing schedules and labor costs effectively, ensuring that the front-end department is adequately staffed to meet customer demands while adhering to budgeted labor rates. The manager directs customer flow through the checkout area, monitors service efficiency, and ensures that the environment is clean and safe for both customers and associates. This includes overseeing the maintenance of equipment and reporting any issues promptly. The Customer Experience Manager is expected to maintain knowledge of promotions and store layout to assist customers effectively and to participate in daily team huddles to foster communication and teamwork within the store.

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.
• 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 general education degree (GED) required.
• Associate or bachelor's degree in business related field desirable.
• Minimum 3 years' experience in management of retail or related field.