At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a key member of our team, the Customer Experience Manager will play a vital role in ensuring that our stores provide a seamless and enjoyable shopping experience for our customers. If you're passionate about delivering outstanding customer service and have a knack for leading high-performing teams, we want to hear from you!
**About arenaflex**
arenaflex is a leading home improvement retailer with a rich history of innovation and customer satisfaction. Our stores offer a wide range of products and services that cater to the needs of our customers, from DIY enthusiasts to professional contractors. We're committed to creating a work environment that's inclusive, diverse, and supportive of our employees' growth and development.
**Job Summary**
As a Customer Experience Manager, you'll be responsible for leading a team of customer-facing employees to deliver exceptional customer experiences in our stores. You'll work closely with our store managers and associates to ensure that our customers receive the highest level of service, from the moment they enter our stores to the moment they leave. Your expertise in customer service, leadership, and communication will be essential in driving sales growth, improving customer satisfaction, and fostering a positive store culture.
**Key Responsibilities**
* **Customer Experience (25%):**
+ Drive customer satisfaction and loyalty by mentoring associates on excellent customer service procedures and ensuring that the team provides the highest level of customer service.
+ Resolve customer complaints and issues in a timely and professional manner, ensuring that customers leave the store satisfied.
+ Collaborate with Division Managers and Floor Deals Partners to ensure they're 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 positive customer experience.
* **People Development (25%):**
+ Provide on-the-job training to associates based on observations and performance.
+ Collaborate with Associate Senior Managers (ASMs) on formal performance discussions and discipline.
+ Recognize associates for demonstrating excellent behaviors and efficiency, using recognition tools (Associate Grants) to feature their achievements.
+ Contribute to ASMs on associate performance and participate in ability planning for every hourly associate.
+ Assist SM and ASMs with associate interviews and the recruiting process.
+ Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and communicate with ASMs and SMs on follow-up activities.
+ Ensure adherence to work rule policies, as outlined in the Guidelines of Execution.
+ Hold associates accountable for following all Standard Operating Procedures (SOPs).
* **Chief On the Job (50%):**
+ Lead the store opening and closing procedures, ensuring that the store is prepared for business.
+ Communicate messages, needs, and tasks to all associates.
+ Perform Opening, Closing, and MOD duties, as well as other store-wide responsibilities.
+ Approve daily store needs with ASMs and SMs.
+ Ensure associates complete all store tasks according to timing assumptions.
+ Contribute to associates, check issue revisions, and deterrent activities are in place.
+ Ensure associates 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, collaborating with the proper Office Manager or Associate Head Manager 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 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)
* Working conditions are typically in a comfortable indoor area, with occasional exposure to mild physical discomfort from variables like dust, exhaust, or odors, temperature extremes, loud noises, strong 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 inclusive work environment
* Comprehensive benefits package, including medical, dental, and vision insurance
* Paid time off and holidays
* Recognition and rewards for outstanding performance
**How to Apply**
If you're passionate about delivering exceptional customer experiences and have a knack for leading high-performing teams, we want to hear from you! Apply now to join our team as a Customer Experience Manager at arenaflex.
Apply Now