Job Description
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 operational excellence across our stores. 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 mission is to create a better future for our customers, associates, and communities through our commitment to excellence, innovation, and customer satisfaction. As a member of our team, you'll be part of a dynamic and inclusive culture that values diversity, equity, and inclusion. **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, and you'll be expected to teach, coach, and train associates on arenaflex policies and procedures. **Key Responsibilities** * **Customer Service / Experience (25%)**: Drive customer service and associate engagement; coach associates on proper customer service techniques and ensure team is providing the highest level of customer service. Lead 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 all 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 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. 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 holds 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 in 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 action is required; partner with appropriate DS or ASM as required. **Essential and Preferred Qualifications** * Must be eighteen years of age or older. * Must be legally permitted to work in the United States. * High school diploma and/or GED. * 1 year of work experience. * Leadership experience is not required, but preferred. **Skills and Competencies** * Action Oriented * Directs Work * Builds Effective Teams * Drives Engagement **Career Growth Opportunities and Learning Benefits** As a Customer Experience Manager at arenaflex, you'll have opportunities to develop your skills and advance your career. We offer a range of training programs, mentorship, and coaching to help you succeed in your role and beyond. You'll also have access to our comprehensive benefits package, including health insurance, retirement savings, and paid time off. **Work Environment and Company Culture** arenaflex is committed to creating a positive and inclusive work environment that values diversity, equity, and inclusion. Our stores are designed to be safe, welcoming, and accessible for all customers and associates. As a Customer Experience Manager, you'll be part of a dynamic and supportive team that's passionate about delivering exceptional customer experiences. **Compensation, Perks, and Benefits** arenaflex offers a competitive salary and a range of benefits, including: * Health insurance * Retirement savings * Paid time off * Comprehensive training programs * Mentorship and coaching * Opportunities for career growth and advancement **How to Apply** If you're a motivated individual ready to contribute to a thriving team, we encourage you to apply now! Please submit your application through our website, and we'll review your qualifications and experience. We look forward to hearing from you! Apply for this job