**Experienced Customer Experience Manager – Home Improvement Retail Industry**

Are you a results-driven leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced environments where no two days are the same? If so, we invite you to join blithequark's dynamic team as a Customer Experience Manager. As a key member of our store leadership team, you will play a critical role in driving customer satisfaction, partner engagement, and store operations. **About blithequark** blithequark is a leading home improvement retailer dedicated to helping customers achieve their dreams of creating beautiful and functional living spaces. With a commitment to excellence, innovation, and customer satisfaction, we strive to be the go-to destination for all home improvement needs. Our team of passionate and dedicated professionals is united by a shared vision of delivering exceptional customer experiences and making a positive impact in our communities. **Job Summary** As a Customer Experience Manager at blithequark, you will be responsible for overseeing the execution of store standards across the entire store, including customer service, division availability, and operational cycles. You will mentor partners, address customer service escalations, and perform Director On-the-Job (MOD) responsibilities. Your expertise will be essential in driving customer satisfaction, partner engagement, and store operations, ensuring a seamless and enjoyable shopping experience for our customers. **Key Responsibilities** * **Customer Experience (25%):** + Drive customer satisfaction and partner commitment by mentoring partners on best practices and ensuring the team provides exceptional customer service. + Resolve customer escalations within the store and through Customer Care. + Ensure Division Managers and Floor Deals Partners are prepared for high-volume sales periods. + Monitor customer flow through checkouts and take action to ensure customers receive quick and friendly assistance. + Make adjustments as needed to maintain a high level of customer satisfaction. * **Partner Development (25%):** + Provide on-the-spot coaching based on observations and behavior. + Collaborate with Associate Senior Managers (ASMs) regarding formal performance discussions and discipline. + Recognize partners for demonstrating values-based behavior and efficiency, using recognition tools (Partner Grants) to highlight outstanding performance. + Contribute to ASMs on partner performance and participate in ability planning for every hourly partner. + Assist SM and ASMs with partner interviews and recruiting processes. + Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and communicate with ASMs and SMs regarding follow-up activities. + Ensure adherence to work rule policies, as outlined in the Guidelines of Execution. + Hold partners accountable for following all Standard Operating Procedures (SOPs). * **Chief On-the-Job (50%):** + Lead the store opening shot gathering and walk every division to ensure store preparation. + Communicate messages, needs, and tasks to all partners. + Perform Opening, Closing, and MOD responsibilities, as well as other entire store center responsibilities. + Approve daily store needs with ASMs and SMs. + Ensure partners complete all store tasks according to timing assumptions. + Contribute to partners, check issue revisions, and deterrent activities are set up. + Ensure partners follow all safety and hazardous materials procedures and Health Matters rules consistently. + Ensure all equipment and machines are functioning properly. + Review current and upcoming events and advertisements to determine if any action is required, collaborate with the proper Office Manager or Partner Head Supervisor as needed. + Direct Chief/Direct Reports + Reports to Head Manager + Responsible for direct management of the work activities of others, which may include direct oversight of a shift or the coordination of multiple work groups. **Requirements** * Bachelor's degree * Ability to stand or walk for long periods or constantly lift, handle, or carry materials or equipment of moderate weight (8-20 pounds) * Normal working conditions, with occasional exposure to gentle physical discomfort from variables like dust, fumes, or odors, temperature extremes, moderate noise, solid drafts, or bright lights * Legally authorized to work in the US * Ability to work an adaptable schedule * Preferred qualifications: + Entire store management experience + Large box retail experience + Home improvement industry experience **What We Offer** * Competitive hourly rate: $20-$30/hour * Opportunities for career growth and professional development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance * Comprehensive benefits package, including medical, dental, and vision insurance * Paid time off and holidays * Access to exclusive employee discounts and perks **How to Apply** If you are a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we invite you to apply for the Customer Experience Manager position at blithequark. Please visit our website to submit your application and join our team of passionate and dedicated professionals. Apply for this job