FT 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 all shoppers. In this role, you will assist the Store Manager in leading the team to adhere 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. Achieving key performance indicators (KPIs) will be a critical aspect of your role, and you will manage your team to ensure they meet their individual KPIs as well. You will also 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. Your involvement in inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, will be essential to maintaining operational efficiency. Additionally, you will assist in onboarding new team members and provide training, observation, and coaching to the customer experience team, which includes both sales floor and cashier staff. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, even in challenging situations. You will promote a commitment to the organization's vision and values, serving as a role model for others. Your responsibilities will also include participating in truck unloading and stocking processes, ensuring 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.
