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

At arenaflex, we're on a mission to revolutionize the way people shop and interact with our stores. As a Customer Experience Manager, you'll play a vital role in ensuring that our customers receive the highest level of service and support, while also driving business growth and excellence in our retail stores. If you're passionate about delivering exceptional customer experiences and have a knack for leadership, we want to hear from you! **About arenaflex** arenaflex is a leading home improvement retailer with a rich history of innovation and customer satisfaction. Our stores are designed to provide a welcoming and informative shopping experience, with expert staff on hand to help customers find the perfect products for their projects. 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 and employees alike. **Key Responsibilities and Accountabilities** As a Customer Experience Manager, you'll be responsible for leading a team of Client Experience Supervisors (CXMs) in our stores, ensuring that our customers receive the highest level of service and support. Your key responsibilities will include: * **Client Experience (25%):** + Drive customer satisfaction and partner engagement; mentor Partners on best practices for delivering exceptional customer service. + Resolve customer escalations within the store and through our Client Care team. + 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 and 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 (ASMs) on formal performance discussions and discipline. + Recognize Partners for demonstrating values-based behaviors and efficiency; use Partner Grants to recognize and reward outstanding performance. + 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 SMs 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 meeting and walk every department to ensure store preparation. + 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 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 Supervisor 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 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 environment is typically located in a comfortable indoor area. There may be occasional exposure to mild physical discomfort from factors like dust, fumes, or odors, temperature extremes, loud noises, strong drafts, or bright lights. **Standard Minimum Qualifications** * Must be legally authorized to work in the US. * Ability to work an adaptable schedule. * Preferred Qualifications: + Entire store management experience + 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, plus a range of benefits and perks that include: * Comprehensive health insurance * 401(k) matching program * Paid time off and holidays * Opportunities for career growth and professional development * A dynamic and supportive work environment **How to Apply** If you're a motivated and results-driven individual with a passion for delivering exceptional customer experiences, we encourage you to apply for this exciting opportunity. Please submit your application through our website, including your resume and a cover letter that highlights your relevant experience and qualifications. Don't miss out on this chance to join a leading retailer and make a real difference in the lives of our customers and employees. Apply now to become a Customer Experience Manager at arenaflex! Apply for this job