Experienced Customer Experience Manager – Store Leadership and Operational Excellence

At arenaflex, we're dedicated to delivering exceptional customer experiences that exceed our customers' expectations. As an Experienced Customer Experience Manager, you'll play a vital role in leading our store teams to achieve this goal. You'll be responsible for overseeing the execution of store standards, coaching associates, and ensuring a safe and efficient store environment. If you're passionate about customer service, leadership, and operational excellence, we want to hear from you.

About arenaflex

arenaflex is a leading retailer that's committed to making a difference in the lives of our customers and associates. We're a company that values innovation, teamwork, and customer satisfaction. Our stores are the heart of our business, and we're always looking for talented individuals who share our passion for delivering exceptional customer experiences.

Key Responsibilities

As an Experienced Customer Experience Manager, you'll be responsible for the following key areas: ### 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 are receiving 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.

### 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 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; 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; partner with appropriate DS or ASM as required.

Requirements

### 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

### 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

• Action Oriented
• Directs Work
• Builds Effective Teams
• Drives Engagement

What We Offer

* Competitive salary and benefits package

• Opportunities for career growth and professional development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and support

How to Apply

If you're passionate about delivering exceptional customer experiences and leading high-performing teams, we want to hear from you. Please submit your application, including your resume and a cover letter, to [insert contact information]. We can't wait to hear from you! Apply for this job