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:

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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:

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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:

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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:

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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 for this job