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

Are you a results-driven leader with a passion for delivering exceptional customer experiences? Do you thrive in fast-paced retail environments and have a talent for motivating and guiding teams to achieve their best? If so, we invite you to join blithequark as a Customer Experience Manager, where you'll play a pivotal role in shaping the retail experience for our customers and driving business success. **About blithequark** blithequark is a leading retail organization dedicated to providing top-notch products and services to our customers. We're committed to fostering a culture of excellence, innovation, and teamwork, and we're seeking like-minded professionals to join our team. As a Customer Experience Manager, you'll be part of a dynamic team that's passionate about delivering exceptional customer experiences and driving business growth. **Job Summary** As a Customer Experience Manager, you'll be responsible for overseeing the execution of store standards across the entire store, including customer service, department availability, and operational cycles. You'll work closely with store teams to ensure seamless execution, mentor partners on best practices, and resolve customer escalations. You'll also collaborate with Senior Managers and Associate Senior Managers to drive partner performance and contribute to the selection and hiring process. **Key Responsibilities and Accountabilities** * **Client Experience (25%):** + Drive customer satisfaction and partner engagement; mentor partners on best practices and ensure the team provides exceptional customer service. + Resolve customer escalations within the store and through Client Care. + 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, 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 on formal performance discussions and discipline. + Recognize partners for demonstrating values-based behaviors and efficiency; use recognition tools (Partner Grants) to highlight exceptional performance. + Contribute to Associate Senior Managers on partner performance and participate in ability planning for all hourly partners. + Support Senior Managers and Associate Senior Managers with partner interviews and the hiring process. + Address missed time-clock punches, fluctuations, schedule changes, and get call-outs; collaborate with Associate Senior Managers and Senior Managers on 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 and closing process, ensuring a smooth and efficient transition. + Communicate messages, needs, and tasks to all partners. + Perform Opening, Closing, and MOD duties, as well as other store-wide responsibilities. + Approve daily store needs with Associate Senior Managers and Senior Managers. + Ensure partners complete all store tasks according to timing assumptions. + Contribute to partners, check issue revisions, and deterrent activities are in place. + 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 Manager as needed. + Direct Senior Managers/Direct Reports + Reports to Senior Manager + Responsible for direct management of the work activities of others, including direct oversight of a shift or coordination of multiple work groups. **Physical Requirements** * Must be able to stand or walk for long periods or constantly lift, handle, or carry material or equipment of moderate weight (8-20 pounds). * Work is typically performed in a comfortable indoor environment, with occasional exposure to mild physical discomfort from factors like dust, exhaust, or odors, temperature extremes, moderate noise, strong drafts, or bright lights. **Minimum Qualifications** * Must be legally authorized to work in the US. * Ability to work an adaptable schedule. * High school diploma or equivalent required; bachelor's degree preferred. **Preferred Qualifications** * Experience in retail store management, particularly in the home improvement industry. * Strong leadership and communication skills. * Ability to work in a fast-paced environment and prioritize multiple tasks. * Strong analytical and problem-solving skills. * Experience with talent management and development. **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 * Paid time off and holidays * Opportunities for advancement and leadership development **How to Apply** If you're a motivated and results-driven leader with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website or by clicking the "Apply Now" button below. **Equal Employment Opportunity** blithequark is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive and respectful work environment that values diversity, equity, and inclusion. **Disclaimer** blithequark is not responsible for any external links or websites. By applying for this position, you acknowledge that you have read and understood the job description and requirements. Apply for this job