Experienced Customer Experience Manager – Home Improvement Retail Industry

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a vital role in driving customer satisfaction and loyalty while ensuring a seamless 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-centricity. Our mission is to provide our customers with the products, services, and expertise they need to bring their home improvement projects to life. With a strong commitment to community involvement and sustainability, we're dedicated to making a positive impact on the lives of our customers, employees, and the environment.

Job Summary

As a Customer Experience Manager, you'll be responsible for leading a team of customer-facing associates to deliver exceptional customer experiences across our stores. You'll work closely with our store leadership team to drive sales growth, improve customer satisfaction, and maintain a safe and efficient store environment. If you're a results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity.

Key Responsibilities

*

Customer Experience (25%):

+ Drive customer satisfaction and loyalty by mentoring associates on customer service best practices and ensuring a high level of customer satisfaction. + Resolve customer complaints and concerns in a timely and professional manner. + 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 service. + Make adjustments as needed to maintain a positive customer experience.

Associate Development (25%):

+ Provide on-the-job training based on observations and performance. + Collaborate with Associate Senior Supervisors (ASMs) on formal performance discussions and discipline. + Recognize associates for demonstrating values-based behaviors and efficiency, using recognition tools (Partner Grants) to highlight 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 recruiting processes. + Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with ASMs and SMs regarding 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).

Store Operations (50%):

+ Lead the store opening and closing process, ensuring a smooth and efficient transition. + Communicate messages, needs, and tasks to all associates. + Perform Opening, Closing, and MOD responsibilities, as well as other store-wide responsibilities. + Approve daily store needs with ASMs and SMs. + Ensure associates complete all store tasks as per timing assumptions. + Contribute to associates, check issue revisions, and deterrent activities are set up. + 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, collaborate with the proper Office Manager or Partner Head Supervisor as needed. + Direct Chief/Direct Reports + Reports to Head Supervisor + Responsible for direct management of the work activities of others. This may include direct oversight of a shift or the coordination of multiple work groups.

Requirements

* Bachelor's degree

• Ability to stand or walk for long periods or consistently lift, handle, or carry materials or equipment of moderate weight (8-20 pounds)
• Working conditions are normally located in a comfortable indoor area, with occasional exposure to mild physical discomfort from variables like dust, exhaust, or odors, temperature extremes, clearly noise, solid drafts, or bright lights
• Legally allowed to work in the US
• Ability to work an adaptable schedule
• Familiarity with entire store management and large box retail experience is a plus
• Home improvement industry experience is a plus

What We Offer

* Competitive hourly rate: $20-$30/hour

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive benefits package, including medical, dental, and vision insurance
• 401(k) retirement plan with company match
• Paid time off and holidays
• Access to exclusive discounts and perks

How to Apply

If you're a motivated and results-driven leader with a passion for customer service, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter outlining your experience and qualifications. We can't wait to hear from you! Apply Job! Apply for this job