Experienced Customer Experience Manager – Remote Workforce Management

At arenaflex, we're committed to delivering exceptional customer experiences that exceed our customers' expectations. As a Customer Experience Manager, you'll play a vital role in driving customer satisfaction, associate engagement, and store performance. This is a fully remote role, offering you the flexibility to work from anywhere and enjoy a competitive salary.

• *About arenaflex**

arenaflex is a leading provider of innovative solutions and services that empower businesses to thrive in a rapidly changing world. Our team is passionate about delivering exceptional customer experiences, and we're committed to creating a workplace culture that values diversity, inclusion, and employee growth.

• *Position Purpose**

As a Customer Experience Manager, you'll be responsible for overseeing the execution of store standards across the entire store, including customer service, department readiness, and operational process. You'll manage all activities required to ensure a safe opening and closing process, coach associates, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. This role requires a strong and diverse skillset in relevant areas to drive success.

• *Key Responsibilities**

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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, 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; 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; 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 actio Apply tot his job Apply To this Job