Customer Experience Manager

Weis Markets - Norristown, PA

Full-time - Mid Level

Norristown, PA

Food and Beverage Retailers

About the position

The Customer Experience Manager at Weis Markets is responsible for overseeing the front-end department operations, ensuring excellent customer relations, and managing associates to provide a fast and friendly checkout experience. This role includes assuming total store operations in the absence of store management, enforcing company policies, and continuously improving department performance.

Responsibilities

• Oversees all aspects of front-end department operations.
• Assumes complete responsibility for total store operations in the absence of store management.
• Promotes excellent customer relations by instilling positive customer-focused behavior with associates.
• Greets customers, answers questions, and resolves concerns promptly and professionally.
• Focuses on continuous improvement in all areas of the department.
• Enforces cash handling control and security measures to 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 various sales and compliance matters.
• Oversees bookkeeping procedures and assists cashiers with transactions.
• Conducts unannounced audits on cashiers.
• Assists store management in onboarding front end sales associates.
• Trains associates to provide an 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 schedules to meet business demands.
• 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 maintain customer service.
• Oversees lot attendant service and assists customers with shopping carts.
• Operates front-end scanning equipment and performs checkout procedures.
• Assists customer service with phone inquiries and announcements.
• Maintains functionality of equipment and reports issues timely.
• Communicates promotions and sale items to cashiers.
• Generates sales through suggestive selling and participates in daily huddles.
• Maintains knowledge of weekly ads and store layout to assist customers.
• Oversees safety and sanitation of the parking lot and checkout area.
• Keeps cart corrals and parking lot clean and clear of carts.
• Follows cleaning schedules to ensure health and safety compliance.
• Disposes of trash properly and ensures smooth department function.
• May assist with baling cardboard and receiving deliveries if trained.
• Responsible for utilizing all company-provided Personal Protective Equipment (PPE).
• May assist in other departments as needed.

Requirements

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