FT Customer Experience Manager

Deliver a customer centric shopping experience

Manage and deliver effective front-end operations and expectations.

Lead the omnichannel processes.

Maintain store recovery standards to deliver our Brand Promises.

Deliver friendly customer service.

Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements; ensure execution of Company policies and standards; hold them accountable for store conditions and results.

Affirm all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs.

Plan and lead the execution of class and in-store events in accordance with Company programs.

Team Management

Manage and execute shrink and safety programs.

Assist with cash reconciliation and bank deposits.

Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.

Assist with the onboarding of new Team Members.

Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued self-development.

Serve as Manager on Duty (MOD).

Customer Service

Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization’s vision and values; projects a positive image; and serves as a role model for others.

Acknowledge customers, help locate the product and provide solutions.

Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.

Additional Responsibilities

Manage and execute the shrink and safety programs.

Cross train in Custom Framing selling and production.

In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

Preferred Knowledge/Skills/Abilities

Other duties as assigned.

Physical Requirements

Work Environment

• Ability to remain standing for long periods of time.
• Ability to move throughout the store.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Physical Demands

• If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.