**Experienced Customer Experience Manager – Retail Operations and Client Support**

Join the dynamic team at arenaflex, a leading e-commerce company revolutionizing the home goods industry, as we continue to push the boundaries of innovation and customer satisfaction. As an Experienced Customer Experience Manager, you will play a vital role in driving the customer experience strategy for our retail locations, ensuring seamless interactions between customers and our team members. **About arenaflex** arenaflex is a pioneering e-commerce company that has disrupted the home goods industry with its vast selection of products, cutting-edge technology, and exceptional customer service. With a strong focus on innovation and customer satisfaction, we continue to grow and expand our operations, creating new opportunities for talented individuals to join our team. **Job Responsibilities** As an Experienced Customer Experience Manager, you will be responsible for developing and implementing customer experience strategies that drive customer loyalty and satisfaction. Your key responsibilities will include: * Developing and driving customer experience initiatives across all retail locations, including checkout, money wrap, purchase in-store pickup, and client support * Collaborating with key stakeholders to design and implement end-to-end customer experiences, including B2B, plan administration, walk-in visitors, and endless aisle coordination * Identifying gaps in customer experience where we fall short of clear expectations and leading the work to close these gaps * In-store execution of all customer experiences and streams, across brands, including both technology and physical components * Executing SOPs and detailed work processes that ensure a positive outcome for store teams, whether it's for new store openings or cycle enhancements in existing stores * Collaborating with the ability to ensure content is updated and executed * Collaborating with store communications to ensure content is feasible and adoptable by field teams * Conducting training sessions for more in-depth work processes that require active training efforts * Overseeing rollout timelines of new skills and cycles in the organization with Workspace partners and Store teams * Managing change management related to any 'Front of House' work process influenced changes, collaborating with the ability to execute successfully * Screening Checkout and Returns execution against agreed-upon objectives and effectively attempting to identify gaps in cycles or functions that need a goal as well as improvement * Assessing competition, customer behavior, and emerging customer support trends to share insights with teams and improve results * Supervising store checkout activities, including cash management for all cash touchpoints **Capabilities** **Required** * 4 years of retail leadership experience, 3+ years of management experience * Working knowledge of Google Suite tools (Docs, Sheets, Slides, Schedule/Gmail) * Phenomenal interpersonal and communication skills, both verbal and written * Extremely energetic by driving business in a fast-paced, innovative environment * Ability to manage multiple tasks in a changing environment * Entrepreneurial mindset with a pioneering spirit * Free hardworking attitude, time management skills, and personal responsibility * The Customer Experience Manager role is a full-time job with a 40-hour workweek (5 days) comprising 75% of those hours working on the retail floor and training and developing the team. To build a reasonable schedule that supports the needs of the business and our teams, we expect all full-time employees to be available for opening, closing, and end-of-week shifts. **Preferred** * Related knowledge in home goods/furniture-related industry * Effective experience as a Customer Support Manager or Customer Support Director, consistently meeting or exceeding targets **Physical Requirements** * Seeing, color perception, hearing/listening, clear speech, hand and finger dexterity * Ability to sit or stand for extended periods * Complex reading and writing abilities, basic mathematical abilities, judgment/independent direction, analysis/appreciation * Lifting and carrying objects of more than 50 lbs **About the Role** As an Experienced Customer Experience Manager at arenaflex, you will have the opportunity to work in a fast-paced, innovative environment, driving customer experience initiatives that make a real impact on our customers' lives. You will be part of a dynamic team that is passionate about delivering exceptional customer service and creating a seamless shopping experience. **Benefits and Perks** * Competitive salary range of $25-$35/hour * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for professional growth and development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance **How to Apply** If you are a motivated and results-driven individual with a passion for customer experience, we encourage you to apply for this exciting opportunity. Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you! Apply Now Apply for this job