Experienced Customer Experience Manager – Retail Store Operations and Client Support

At arenaflex, we're passionate about delivering exceptional customer experiences and fostering a culture of excellence in our retail stores. As a Customer Experience Manager, you'll play a vital role in driving customer satisfaction, partner engagement, and store operations across our entire retail network. If you're a seasoned retail professional with a passion for leadership and customer-centricity, we want to hear from you!

About arenaflex

arenaflex is a leading retail organization dedicated to providing top-notch products and services to our customers. With a strong commitment to customer satisfaction, we strive to create a positive and inclusive work environment that empowers our team members to grow and thrive. As a Customer Experience Manager, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and driving business success.

Key Responsibilities and Accountabilities

As a Customer Experience Manager, you'll be responsible for the following key areas:

Client Experience (25%)

* Drive customer satisfaction and partner engagement by mentoring Partners on best-in-class customer service procedures and ensuring the team is delivering the highest level of customer service.

• Resolve customer escalations within the store and through our Client Care department.
• Ensure Division Managers and Floor Deals Partners are 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.

Individuals (25%)

* Provide on-the-spot coaching based on observations and behavior.

• Collaborate with Associate Senior Managers (ASMs) regarding formal performance discussions and discipline.
• Recognize Partners for demonstrating values-based behaviors and efficiency, using recognition tools (Partner Grants) to highlight exceptional performance.
• Contribute to ASMs on partner performance and participate in ability planning for every hourly partner.
• Assist SM and ASMs with partner interviews and recruiting processes.
• Support and address missed time-clock punches, fluctuations, schedule changes, get call-outs, and speak with ASMs and SM regarding follow-up activities.
• Ensure adherence to work rule policies as outlined in the Guidelines of Execution.
• Hold Partners accountable for following all Standard Operating Procedures (SOPs).

Chief On the Job (50%)

* Lead the store opening shot gathering and walk every division to ensure store preparation.

• Communicate messages, needs, and tasks to all Partners.
• Perform Opening, Closing, and MOD duties, as well as other entire store center responsibilities.
• Approve daily store needs with ASMs and SMs.
• Ensure Partners complete all store tasks according to timing assumptions.
• Contribute to Partners, check issue revision, and deterrent activity is set up.
• Ensure Partners follow all safety and Hazardous Materials procedures and Health Matters rules consistently.
• Verify 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.

Essential and Preferred Qualifications

* Bachelor's degree

• 2+ years of experience in retail management, preferably in a customer-facing role
• Strong leadership and communication skills
• Ability to work an adaptable schedule
• Familiarity with retail operations and customer service principles
• Experience with conflict resolution and employee development
• Strong analytical and problem-solving skills
• Ability to work in a fast-paced environment and prioritize tasks effectively

Skills and Competencies

* Excellent communication and interpersonal skills

• Strong leadership and coaching abilities
• Ability to work in a team environment and build strong relationships with colleagues
• Strong analytical and problem-solving skills
• Ability to adapt to changing priorities and deadlines
• Familiarity with retail operations and customer service principles
• Experience with conflict resolution and employee development

Career Growth Opportunities and Learning Benefits

As a Customer Experience Manager at arenaflex, you'll have opportunities to:

• Develop your leadership and coaching skills through training and development programs
• Collaborate with cross-functional teams to drive business success
• Participate in performance management and development discussions with your supervisor
• Contribute to the growth and development of our retail stores
• Enjoy a competitive salary and benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off

Work Environment and Company Culture

arenaflex is committed to creating a positive and inclusive work environment that empowers our team members to grow and thrive. As a Customer Experience Manager, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and driving business success. Our work environment is fast-paced and challenging, with opportunities to develop your skills and advance your career.

Compensation, Perks, and Benefits

arenaflex offers a competitive salary and benefits package, including:

• Medical, dental, and vision insurance
• 401(k) matching
• Paid time off
• Opportunities for career growth and development
• A dynamic and inclusive work environment

How to Apply

If you're a seasoned retail professional with a passion for leadership and customer-centricity, we want to hear from you! Apply now to become a Customer Experience Manager at arenaflex and join our team of dedicated professionals who are passionate about delivering exceptional customer experiences and driving business success. Apply Job! Apply for this job