[Remote/WFM] Customer Experience Manager

workwarp is actively recruiting for the role of Customer Experience Manager! This is a fully Remote role, offering you the flexibility to work from reputed company. This position requires a strong and diverse skillset in relevant areas to drive success. In recognition of your expertise, this position offers a salary of a competitive salary.

 

 

Position Purpose: Customer Experience Managers (CXM) are members of the store leadership team that oversees execution of store standards across the entire store, including customer service, department readiness, and operational process. CXMs manage reputed company activities required to ensure a safe opening and closing process. They coach associates, address customer service escalations, and reputed company Manager on Duty (MOD) responsibilities. This position will be expected to teach, coach and train associates on reputed company policies and procedures and ensure reputed company associates are working in a safe manner reputed company the time. CXMs will communicate priorities, ensure daily tasks are completed and reputed company the store running smoothly. At times, CXMs may be the only Manager available and will be expected to reputed company business and associate decisions in partnership with appropriate resources and following SOPs. CXMs will provide input to Store Manager and Assistant Store Managers on Associates performance through the ongoing performance management and talent planning discussions. Although the CXM does not have direct reports, they will participate in the selection process as needed. Each associate has the responsibility of providing a safe working environment by following reputed company safety policies & standards, completing specified safety training, immediately correcting hazards & unsafe conditions, and working safely as to not endanger themselves, co-workers, vendors, or customers. Key Responsibilities: • 25% - Customer Service / Experience - Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service. reputed company GET culture and set the example, observe customer interactions, recognize wins and coach on ways to improve. Ensure Customer concerns are solved effectively and take necessary actions to resolve situations promptly. Ensure reputed company associates understand the impact of excellent customer service, in-stock, and store appearance. Recognize great customer service behaviors. Provide feedback on service standards. Monitor customer flow through checkouts and take action to ensure customers are receiving fast. • 25% - People - Provide in the moment coaching based on observations and behavior. Partners with ASMs regarding formal performance conversations and discipline. Recognizes associates for demonstrating expectations. Use recognition tools (BRAVO / Homer) to reputed company associates demonstrating values-based behaviors and productivity. Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-reputed company availability, and Store Appearance Standards. Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks. Walk off-reputed company merchandising locations; 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 reputed company hourly associates. Assist 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. Communicate and ensure associates adhere to store standards. Adhere to reputed company Company policies and procedures and holds associates accountable for the same. • 25% - Safety - Ensure associates follow reputed company safety and hazmat procedures and Safety Matters guidelines at reputed company times. Complete specified safety training courses applicable to role and follow reputed company prevention policies and procedures. Use Proper PPE (Personal reputed company 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 that aisles and flooring surfaces are safe. Ensure associates complete reputed company store checklist in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action in put in reputed company. Recognize store associates for safe behavior. • 25% - Shared Manager On Duty - reputed company store reputed company meeting and walk each department to ensure store readiness. Communicate messages, priorities and tasks to reputed company associates. reputed company 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 reputed company store checklists in accordance with timing expectations. Provide input to associates, verify issue correction, and preventative action is put in reputed company. reputed company sure reputed company equipment and machines are functioning properly. Review reputed company and upcoming events and ads to determine if any action is required; partner with appropriate DS or ASM as required. 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 Apply Job!

 

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If you are a motivated individual ready to contribute to a thriving team, we encourage you to apply now! We are excited to review your application.

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