Customer Experience Manager

About the Role

The Customer Experience Manager oversees all aspects of front-end department operations and, in the absence of store management, may assume complete responsibility for total store operations. This role focuses on promoting excellent customer relations by instilling positive customer-focused behavior with associates and driving continuous improvement in all areas of the department.

Responsibilities

• Smiles and greets customers, answers customer questions, and helps resolve customer concerns promptly in a polite and professional manner
• Enforces cash handling control and security measures to identify and prevent losses
• Follows and enforces all company policies/procedures related to Front End operations
• Adheres to all company and state laws and regulations related to Anti-Money Laundering Compliance, tobacco and alcohol sales, lottery, price accuracy, and WIC
• Oversees bookkeeping procedures
• Assists cashiers with getting change, checking prices, voids, refunds, etc.
• Conducts unannounced audits on cashiers
• Assists store management in onboarding front end sales associates
• Trains associates to provide a fast, friendly, accurate and efficient checkout experience for customers
• Implements and communicates new programs and procedures to associates
• Recognizes and rewards associate performance
• Participates in associate annual performance reviews
• Utilizes the Learning Management System (LMS) for current and new associates
• Utilizes the auto-scheduler system to update Front End associate availabilities, headcounts, and schedules to meet weekly business demands while achieving budgeted labor rates and sales per labor hour goals
• Controls supply costs while ensuring adequate inventory levels to meet business demands (e.g., paper and plastic bags)
• Directs the flow of customers through the Front End and ensures sufficient checkouts are open to properly service customers, keeping wait time to a minimum
• Monitors breaks and lunches so customer service is not interrupted
• Oversees lot attendant service to assist customers with shopping carts and loading groceries into vehicles
• Operates front-end scanning equipment and register, performs all related checkout procedures including properly bagging merchandise efficiently and placing merchandise in customer's cart
• Assists customer service with answering phone calls with a polite and positive attitude
• Uses intercom for necessary announcements or pages
• Maintains functionality of equipment, hardware, and software; reports any issues requiring further resolution in a timely manner
• Communicates all information to cashiers regarding special promotions and sale items
• Generates sales by suggestive selling
• Attends and participates in store's daily huddles
• Maintains knowledge of weekly ads, marketing promotions and store layout to answer customer questions
• Oversees safety and sanitation of the parking lot, porch, entrance/exit, and checkout area
• Keeps cart corrals and parking lot clean and clear of carts
• Responsible for general sanitation in the department; follows cleaning schedules and department guidelines to ensure work areas, equipment, counters, display cases, etc. are well maintained, clean and meet all health and OSHA requirements
• Disposes of trash properly
• Ensures smooth function of department and store by cooperating with co-workers and superiors
• Responsible to continuously improve job performance
• May assist with baling cardboard or other related duties (if properly trained; training provided)
• May assist with receiving, unloading, checking-in, breaking-down, and storing deliveries through operation of a power jack or hand jack (if properly trained; training provided)
• Responsible for utilization of all company provided Personal Protective Equipment (PPE), including but not limited to cut resistant gloves, safety cutters, and company sponsored footwear
• May also be called upon to assist in other departments

Supervisory Responsibilities

Supervises all Associates within the department. May assume total leadership of the building in absence of store management. Specific number of Associates under supervision is dependent upon the store size and presence of store management.

Qualifications

• High School Diploma or general education degree (GED) required
• Associate or bachelor's degree in business related field desirable
• Minimum 3 years' experience in management of retail or related field

This response is AI-generated, for reference only.