At arenaflex, we're dedicated to providing exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a vital role in driving customer satisfaction and partner engagement across our stores. If you're passionate about delivering top-notch 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 commitment to providing the best products, services, and experiences has earned us a reputation as a trusted partner for homeowners and professionals alike. As a Customer Experience Manager, you'll be part of a dynamic team that's dedicated to making a difference in the lives of our customers.
**Job Summary**
We're seeking an experienced Customer Experience Manager to join our team in New York, USA. As a CXM, you'll be responsible for leading the execution of store standards across the entire store, including customer care, division availability, and operational cycles. You'll mentor partners, address customer service escalations, and perform Director On-the-Job (MOD) responsibilities. If you're a natural leader with a passion for customer service, we encourage you to apply.
**Key Responsibilities and Accountabilities**
As a Customer Experience Manager, you'll be responsible for the following key assignments, obligations, and accountabilities:
* **Customer Experience (25%):**
+ Drive customer satisfaction and partner engagement; mentor partners on best practices for customer care and ensure the team is delivering the highest level of customer service.
+ Resolve customer escalations within the store and through Customer 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 help.
+ Make a positive impact as required.
* **People Management (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; use recognition tools (Partner Grants) to highlight partners showing value-based behaviors and efficiency.
+ Contribute to ASMs on partner performance and participate in ability planning for every hourly partner.
+ Assist SM and ASMs with partner interviews and recruiting process.
+ 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 responsibilities, as well as other entire store center responsibilities.
+ Approve daily store needs with ASMs and SMs.
+ Ensure partners complete all store tasks as per 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.
+ 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 Manager as needed.
+ Direct Chief/Direct Reports
+ Reports to Head Manager
+ 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.
**Physical Demands**
* Should be able to stand or walk consistently or require lifting/dealing with/conveying material or equipment of moderate weight (8-20 pounds).
* Working Conditions
* Normally situated in an agreeable indoor region. There might be normal exposure to gentle physical discomfort from variables like dust, exhaust or scents, temperature limits, clearly noise, solid drafts, or brilliant lights.
**Standard Minimum Capabilities**
* Should be legally allowed to work in the US.
* Ability to work an adaptable schedule.
**Preferred Capabilities**
* Entire store management
* Large box retail experience
* Home improvement industry experience
**What We Offer**
As a Customer Experience Manager at arenaflex, you'll enjoy a competitive salary range of $20-$30/hour, a dynamic work environment, and opportunities for career growth and development. We offer a comprehensive benefits package, including medical, dental, and vision coverage, as well as a 401(k) plan and paid time off.
**How to Apply**
If you're a motivated and customer-focused individual with a passion for leading high-performing teams, we encourage you to apply for this exciting opportunity. Please visit our website at [insert website URL] to submit your application.
**Equal Employment Opportunity**
arenaflex is an equal employment opportunity employer and welcomes applications from diverse candidates. We are committed to creating an inclusive work environment that values diversity, equity, and inclusion.
**Contact Us**
If you have any questions or would like to learn more about this opportunity, please don't hesitate to contact us at [insert contact email or phone number]. We look forward to hearing from you!
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