Customer Experience Manager
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About The Position
As a Customer Experience Manager, you will be responsible for delivering a customer-centric shopping experience by effectively managing front-end operations and setting clear expectations for your team. Your role will involve leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be expected to provide friendly customer service and ensure that all front-end policies and procedures are adhered to, while also achieving key performance indicators (KPIs) for both yourself and your team. In this position, you will assist the Store Manager in leading and managing compliance with Standard Operating Procedures (SOPs) and Company programs, ensuring that all applicable laws and requirements are met. You will hold your team accountable for store conditions and results, and you will plan and lead the execution of in-store events in alignment with Company programs. Additionally, you will manage shrink and safety programs, assist with cash reconciliation and bank deposits, and support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Your responsibilities will also include onboarding new team members, training, observing, and coaching the customer experience team (both sales floor and cashier) to achieve desired results. You will participate in the performance management process and support the talent development of your team, utilizing leadership competencies for your own continued self-development. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, serving as a role model and promoting commitment to the organization's vision and values. You will also be involved in the truck unloading and stocking processes to ensure that truck standards are met within budget. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, managing the completion of the framing workload in partnership with the Store Manager. Other duties may be assigned as necessary.
