Customer Experience Manager
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About The Position
As a Customer Experience Manager, you will play a pivotal role in delivering a customer-centric shopping experience by effectively managing front-end operations and setting clear expectations for your team. Your primary responsibility will be to lead the omnichannel processes, ensuring that the store maintains high recovery standards that align with our Brand Promises. You will be expected to deliver friendly and efficient customer service, creating an inviting atmosphere for shoppers. In collaboration with the Store Manager, you will assist in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements. You will be responsible for executing Company policies and standards, holding your team accountable for store conditions and results. Your role will also involve ensuring that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs), and managing your team to meet their individual KPIs. You will plan and lead the execution of in-store events and classes in accordance with Company programs, manage shrink and safety programs, and assist with cash reconciliation and bank deposits. Additionally, you will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Training, observing, and coaching the customer experience team (both sales floor and cashier) will be essential to achieving results, and you will participate in the performance management process to support the Talent Development of your team. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful manner, promoting a positive image and serving as a role model. Your responsibilities may also include participating in truck unloading and stocking processes, managing the execution of shrink and safety programs, and cross-training in Custom Framing selling and production. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, ensuring timely completion of the framing workload in partnership with the Store Manager. Other duties may be assigned as necessary.
