Are you a customer-centric leader with a passion for delivering exceptional experiences? Do you thrive in fast-paced environments where no two days are the same? Look no further than arenaflex, a leading home improvement retailer, as we seek an experienced Customer Experience Manager to join our team.
As a Customer Experience Manager at arenaflex, you will play a critical role in driving customer satisfaction and loyalty across our stores. You will be responsible for leading a team of Client Experience Supervisors, mentoring partners, and addressing customer concerns in a timely and professional manner. Your expertise will be essential in ensuring that our stores are well-prepared for high-volume sales periods, and that our customers receive the highest level of service.
**About arenaflex**
arenaflex is a dynamic and innovative home improvement retailer that is committed to delivering exceptional customer experiences. With a strong presence in the market, we are dedicated to providing our customers with the best products, services, and expertise to help them achieve their home improvement goals. Our team is passionate about making a difference in the lives of our customers, and we are seeking like-minded individuals to join our journey.
**Job Summary**
As a Customer Experience Manager at arenaflex, you will be responsible for leading a team of Client Experience Supervisors, mentoring partners, and addressing customer concerns in a timely and professional manner. Your expertise will be essential in ensuring that our stores are well-prepared for high-volume sales periods, and that our customers receive the highest level of service.
**Key Responsibilities**
* Drive customer satisfaction and loyalty across our stores by leading a team of Client Experience Supervisors and mentoring partners
* Address customer concerns in a timely and professional manner, ensuring that issues are resolved to the customer's satisfaction
* Collaborate with Associate Senior Supervisors (ASMs) to provide feedback and coaching to partners on their performance and development
* Participate in the selection and hiring process for new partners, ensuring that we attract and retain top talent
* Support and address missed time-clock punches, fluctuations, and plan changes, working closely with ASMs and Senior Managers (SMs) to ensure follow-up activities are completed
* Ensure adherence to work rule arrangements, including safety and security protocols, and consider partners responsible for following all Standard Operating Procedures (SOPs)
* Lead store opening and closing procedures, including conducting walk-throughs to ensure store preparation and readiness
* Communicate messages, needs, and tasks to all partners, ensuring that everyone is aware of their responsibilities and expectations
* Perform MOD duties, including approving daily store needs with ASMs and SMs, and ensuring that partners complete all store tasks as per timing assumptions
* Collaborate with ASMs and SMs to ensure that partners follow all security and hazardous materials procedures, as well as health and safety rules
* Ensure that all equipment and machines are functioning properly, and that current and forthcoming events and advertisements are reviewed to determine if any action is required
**Essential Qualifications**
* Bachelor's degree in a related field, such as business, hospitality, or customer service
* 2+ years of experience in a customer-facing role, preferably in a retail or hospitality environment
* Proven track record of delivering exceptional customer experiences and driving customer satisfaction and loyalty
* Strong leadership and mentoring skills, with the ability to coach and develop partners to achieve their full potential
* Excellent communication and interpersonal skills, with the ability to build strong relationships with partners, ASMs, and SMs
* Ability to work an adaptable schedule, including evenings, weekends, and holidays
* Legally authorized to work in the US
**Preferred Qualifications**
* Experience in a home improvement retail environment, with knowledge of our products and services
* Strong understanding of customer service principles and practices, including customer journey mapping and service recovery
* Experience with performance management and development, including coaching and feedback
* Familiarity with safety and security protocols, including hazardous materials procedures and health and safety rules
* Ability to work in a fast-paced environment, with multiple priorities and deadlines
**What We Offer**
* Competitive salary and benefits package
* Opportunities for career growth and development, including training and education programs
* Collaborative and dynamic work environment, with a focus on teamwork and customer satisfaction
* Recognition and rewards for outstanding performance and contributions to the team
* Flexible scheduling and work-life balance, with opportunities for remote work and flexible hours
**How to Apply**
If you are a customer-centric leader with a passion for delivering exceptional experiences, we encourage you to apply for this exciting opportunity. Please submit your application today, and join our team at arenaflex as we continue to innovate and grow in the home improvement retail industry.