**Experienced Customer Experience Manager – Store Leadership and Operational Excellence**

At arenaflex, we are committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you will play a vital role in leading our store leadership team to ensure seamless execution of store standards across the entire store, including customer service, department readiness, and operational process. If you are a results-driven leader with a passion for customer service and a proven track record of driving business results, we encourage you to apply for this exciting opportunity.

• *Job Summary:**

As a Customer Experience Manager at arenaflex, you will be responsible for overseeing the execution of store standards, coaching associates on customer service techniques, and ensuring a safe and efficient store environment. You will also be responsible for communicating priorities, ensuring daily tasks are completed, and keeping the store running smoothly. This role requires a strong leader who can motivate and inspire associates to deliver exceptional customer experiences and drive business results.

• *Key Responsibilities:**

• **Customer Service / Experience (25%):**
+ Drive customer service and associate engagement by coaching associates on proper customer service techniques and ensuring the team provides the highest level of customer service.+ Lead GET culture and set the example by observing customer interactions, recognizing wins, and coaching on ways to improve.+ Ensure customer concerns are solved effectively and take necessary actions to resolve situations promptly.+ Recognize great customer service behaviors and provide feedback on service standards.+ Monitor customer flow through checkouts and take action to ensure customers receive fast service.
• **People (25%):**
+ Provide in-the-moment coaching based on observations and behavior.+ Partner with Assistant Store Managers (ASMs) regarding formal performance conversations and discipline.+ Recognize associates for demonstrating expectations and use recognition tools (BRAVO/Homer) to highlight associates demonstrating values-based behaviors and productivity.+ Walk Top/Bottom Sales and Shrink classes in the store with associates, reviewing safety, on-shelf availability, and Store Appearance Standards.+ Review productivity tasks across store tasking platforms and conduct quality walks of recently completed tasks.+ Walk off-shelf merchandising locations and 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 all hourly associates.+ Assist Store Manager (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 all Company policies and procedures and hold associates accountable for the same.
• **Safety (25%):**
+ Ensure associates follow all safety and hazmat procedures and Safety Matters guidelines at all times.+ Complete specified safety training courses applicable to role and follow all prevention policies and procedures.+ Use Proper PPE (Personal Protective 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 all store checklist in accordance with timing expectations.+ Provide input to associates, verify issue correction, and preventative action is put in place.+ Recognize store associates for safe behavior.
• **Shared Manager On Duty (25%):**
+ Lead store kickoff meeting and walk each department to ensure store readiness.+ Communicate messages, priorities, and tasks to all associates.+ Perform 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 and identify areas for focus or follow-up.+ Validate daily store priorities with ASMs and SMs.+ Ensure associates complete all store checklists in accordance with timing expectations.+ Provide input to associates, verify issue correction, and preventative action is put in place.+ Make sure all equipment and machines are functioning properly.+ Review current and upcoming events and ads to determine if any action is required and partner with appropriate DS or ASM as required.

• *Requirements:**

• **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.

• *Qualifications:**

• **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:**
+ Take initiative and action to achieve goals and objectives.
• **Directs Work:**
+ Direct and manage the work of others to achieve goals and objectives.
• **Builds Effective Teams:**
+ Build and maintain effective teams to achieve goals and objectives.
• **Drives Engagement:**
+ Drive engagement and motivation among team members to achieve goals and objectives.

• *What We Offer:**

• Competitive salary and benefits package
• Opportunities for career growth and development
• Collaborative and dynamic work environment
• Recognition and rewards for outstanding performance
• Comprehensive training and development programs

• *How to Apply:**

If you are a motivated and results-driven leader with a passion for customer service and a proven track record of driving business results, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to [insert contact information]. We look forward to hearing from you!

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