**Experienced Customer Experience Manager – Store Leadership and Operational Excellence**
At arenaflex, we are committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you will play a vital role in leading our store leadership team to ensure seamless execution of store standards across the entire store, including customer service, department readiness, and operational process. If you are a results-driven leader with a passion for customer service and a proven track record of driving business results, we encourage you to apply for this exciting opportunity.
**Job Summary:**
As a Customer Experience Manager at arenaflex, you will be responsible for overseeing the execution of store standards, coaching associates on customer service techniques, and ensuring a safe and efficient store environment. You will also be responsible for communicating priorities, ensuring daily tasks are completed, and keeping the store running smoothly. This role requires a strong leader who can motivate and inspire associates to deliver exceptional customer experiences and drive business results.
**Key Responsibilities:**
* **Customer Service / Experience (25%):**
+ Drive customer service and associate engagement by coaching associates on proper customer service techniques and ensuring the team provides the highest level of customer service.
+ Lead GET culture and set the example by observing customer interactions, recognizing wins, and coaching on ways to improve.
+ Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly.
+ Recognize great customer service behaviors and provide feedback on service standards.
+ Monitor customer flow through checkouts and take action to ensure customers receive fast service.
* **People (25%):**
+ Provide in-the-moment coaching based on observations and behavior.
+ Partner with Assistant Store Managers (ASMs) regarding formal performance conversations and discipline.
+ Recognize associates for demonstrating expectations and use recognition tools (BRAVO/Homer) to highlight associates demonstrating values-based behaviors and productivity.
+ Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-shelf availability, and Store Appearance Standards.
+ Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks.
+ Walk off-shelf merchandising locations and ensure areas are set according to MAP or regional direction.
+ Ensure associates have completed training requirements of position.
+ Give input to ASMs on associate performance and participate in talent planning for all hourly associates.
+ Assist Store Manager (SM) and ASMs with associate interview and hiring process.
+ Approve and address missed punches, variances, schedule changes, receive "call outs," and communicate with ASMs and SM regarding follow-up actions.
+ Communicate and ensure associates adhere to store standards.
+ Adhere to all Company policies and procedures and hold associates accountable for the same.
* **Safety (25%):**
+ Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times.
+ Complete specified safety training courses applicable to role and follow all prevention policies and procedures.
+ Use Proper PPE (Personal Protective Equipment) and guide associates on proper use.
+ Utilize proper lifting techniques and educate store associates on these practices.
+ Obey the required safe distances around Lift Equipment and guide other associates on the correct policies.
+ Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules.
+ Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner.
+ Ensure that aisles and flooring surfaces are safe.
+ Ensure associates complete all store checklist in accordance with timing expectations.
+ Provide input to associates, verify issue correction, and preventative action is put in place.
+ Recognize store associates for safe behavior.
* **Shared Manager On Duty (25%):**
+ Lead store kickoff meeting and walk each department to ensure store readiness.
+ Communicate messages, priorities, and tasks to all associates.
+ Perform Opening, Closing, and MOD tasking as well as other whole-store focus responsibilities.
+ Conduct hand-off walk with the prior MOD before their shift ends and identify areas for focus or follow-up.
+ Validate daily store priorities with ASMs and SMs.
+ Ensure associates complete all store checklists in accordance with timing expectations.
+ Provide input to associates, verify issue correction, and preventative action is put in place.
+ Make sure all equipment and machines are functioning properly.
+ Review current and upcoming events and ads to determine if any action is required and partner with appropriate DS or ASM as required.
**Requirements:**
* **Direct Manager/Direct Reports:**
+ This position typically reports to Store Manager.
+ This position has 0 Direct Reports.
* **Travel Requirements:**
+ No travel required.
* **Physical Requirements:**
+ Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
* **Working Conditions:**
+ Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
**Qualifications:**
* **Minimum Qualifications:**
+ Must be eighteen years of age or older.
+ Must be legally permitted to work in the United States.
* **Preferred Qualifications:**
+ None
* **Minimum Education:**
+ The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.
* **Preferred Education:**
+ None
* **Minimum Years of Work Experience:**
+ 1
* **Preferred Years of Work Experience:**
+ None
* **Minimum Leadership Experience:**
+ None
* **Preferred Leadership Experience:**
+ None
* **Certifications:**
+ None
**Competencies:**
* **Action Oriented:**
+ Take initiative and action to achieve goals and objectives.
* **Directs Work:**
+ Direct and manage the work of others to achieve goals and objectives.
* **Builds Effective Teams:**
+ Build and maintain effective teams to achieve goals and objectives.
* **Drives Engagement:**
+ Drive engagement and motivation among team members to achieve goals and objectives.
**What We Offer:**
* Competitive salary and benefits package
* Opportunities for career growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and development programs
**How to Apply:**
If you are a motivated and results-driven leader with a passion for customer service and a proven track record of driving business results, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
Apply Now
**Job Summary:**
As a Customer Experience Manager at arenaflex, you will be responsible for overseeing the execution of store standards, coaching associates on customer service techniques, and ensuring a safe and efficient store environment. You will also be responsible for communicating priorities, ensuring daily tasks are completed, and keeping the store running smoothly. This role requires a strong leader who can motivate and inspire associates to deliver exceptional customer experiences and drive business results.
**Key Responsibilities:**
* **Customer Service / Experience (25%):**
+ Drive customer service and associate engagement by coaching associates on proper customer service techniques and ensuring the team provides the highest level of customer service.
+ Lead GET culture and set the example by observing customer interactions, recognizing wins, and coaching on ways to improve.
+ Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly.
+ Recognize great customer service behaviors and provide feedback on service standards.
+ Monitor customer flow through checkouts and take action to ensure customers receive fast service.
* **People (25%):**
+ Provide in-the-moment coaching based on observations and behavior.
+ Partner with Assistant Store Managers (ASMs) regarding formal performance conversations and discipline.
+ Recognize associates for demonstrating expectations and use recognition tools (BRAVO/Homer) to highlight associates demonstrating values-based behaviors and productivity.
+ Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-shelf availability, and Store Appearance Standards.
+ Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks.
+ Walk off-shelf merchandising locations and ensure areas are set according to MAP or regional direction.
+ Ensure associates have completed training requirements of position.
+ Give input to ASMs on associate performance and participate in talent planning for all hourly associates.
+ Assist Store Manager (SM) and ASMs with associate interview and hiring process.
+ Approve and address missed punches, variances, schedule changes, receive "call outs," and communicate with ASMs and SM regarding follow-up actions.
+ Communicate and ensure associates adhere to store standards.
+ Adhere to all Company policies and procedures and hold associates accountable for the same.
* **Safety (25%):**
+ Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times.
+ Complete specified safety training courses applicable to role and follow all prevention policies and procedures.
+ Use Proper PPE (Personal Protective Equipment) and guide associates on proper use.
+ Utilize proper lifting techniques and educate store associates on these practices.
+ Obey the required safe distances around Lift Equipment and guide other associates on the correct policies.
+ Adhere to work rules identified in Standard Operating Procedures and inform store associates on these rules.
+ Immediately correct unsafe conditions and offer assistance to customers who are shopping in an unsafe manner.
+ Ensure that aisles and flooring surfaces are safe.
+ Ensure associates complete all store checklist in accordance with timing expectations.
+ Provide input to associates, verify issue correction, and preventative action is put in place.
+ Recognize store associates for safe behavior.
* **Shared Manager On Duty (25%):**
+ Lead store kickoff meeting and walk each department to ensure store readiness.
+ Communicate messages, priorities, and tasks to all associates.
+ Perform Opening, Closing, and MOD tasking as well as other whole-store focus responsibilities.
+ Conduct hand-off walk with the prior MOD before their shift ends and identify areas for focus or follow-up.
+ Validate daily store priorities with ASMs and SMs.
+ Ensure associates complete all store checklists in accordance with timing expectations.
+ Provide input to associates, verify issue correction, and preventative action is put in place.
+ Make sure all equipment and machines are functioning properly.
+ Review current and upcoming events and ads to determine if any action is required and partner with appropriate DS or ASM as required.
**Requirements:**
* **Direct Manager/Direct Reports:**
+ This position typically reports to Store Manager.
+ This position has 0 Direct Reports.
* **Travel Requirements:**
+ No travel required.
* **Physical Requirements:**
+ Must continuously stand or walk or regularly requires lifting/handling/carrying material or equipment of moderate weight (8-20 pounds).
* **Working Conditions:**
+ Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
**Qualifications:**
* **Minimum Qualifications:**
+ Must be eighteen years of age or older.
+ Must be legally permitted to work in the United States.
* **Preferred Qualifications:**
+ None
* **Minimum Education:**
+ The knowledge, skills, and abilities typically acquired through the completion of a high school diploma and/or GED.
* **Preferred Education:**
+ None
* **Minimum Years of Work Experience:**
+ 1
* **Preferred Years of Work Experience:**
+ None
* **Minimum Leadership Experience:**
+ None
* **Preferred Leadership Experience:**
+ None
* **Certifications:**
+ None
**Competencies:**
* **Action Oriented:**
+ Take initiative and action to achieve goals and objectives.
* **Directs Work:**
+ Direct and manage the work of others to achieve goals and objectives.
* **Builds Effective Teams:**
+ Build and maintain effective teams to achieve goals and objectives.
* **Drives Engagement:**
+ Drive engagement and motivation among team members to achieve goals and objectives.
**What We Offer:**
* Competitive salary and benefits package
* Opportunities for career growth and development
* Collaborative and dynamic work environment
* Recognition and rewards for outstanding performance
* Comprehensive training and development programs
**How to Apply:**
If you are a motivated and results-driven leader with a passion for customer service and a proven track record of driving business results, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!
Apply Now