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JOB ACCOUNTABILITY

CUSTOMER EXPERIENCE MANAGER STORE OPERATIONS

Title Department

OVERVIEW
Directs and leads the store to achieve the store objectives with regards to customer experience, sales and profit, team staffing, training, development and accountability. Reports to District Manager.

ACCOUNTABILITIES
LEADERSHIP

Customer Experience

 Leads the team in building lifelong relationships with our customer, the #1 priority
 Strives to exceed internal and external customer expectations

 Provides current fandom knowledge and information to employees and customers
 Shows genuine interest in providing a haven where one of a kind fans join for nurture, fandom and fun

 Ensures that all employees are properly trained, developed and are utilizing their skills to meet the customer’s needs
 Stays connected through applicable platforms (social media opportunities, HT App, clientelling, etc.)

Management

 “Agent of change”; promotes, owns, and celebrates the new
 Demonstrates the 5 Basic Management Skills

 Creates a team environment which fosters loyalty
 Makes decisions in the best interest of the customer (both internal and external)

 Provides clear and effective direction to the team
 Takes responsibility for own performance and that of the team while consistently meeting commitments

STORE SALES AND SHRINK RESULTS

Drive for Results

 Pursues sales opportunities with a sense of urgency, anticipates and overcomes obstacles, and follows through effectively

 Embraces new technology knowing it improves efficiency, productivity, increases customer’s options and the quality of their experience

 Maximizes use of all available Omni Channels; Ensures that all employees are trained, developed, and utilizing skills to meet the customer’s needs

 Utilize available tools to identify sales opportunities to improve customer experience and increase sales volume

 Manage store shrink within the Company guidelines and shrink goals
 Manages store payroll hours within the Company guidelines to optimize customer experience

 Delegates effectively utilizing other’s strengths
 Stays focused on goals, knows what outcome is expected, and leads team to achieve

Operations

 Understands, complies, and educates store team members on company policies and procedures
 Properly controls supply ownership, spending only as needed

 Maintains all required paperwork and reporting administration in an organized manner
 Establishes realistic and specific plans that will meet company objectives and deadlines

 Complies with and educates staff on all loss prevention policies and procedures
 Manages cash over/shorts
 Aware of external factors affecting business (school schedules, mall event) and staffs appropriately and within budget

Merchandise Presentation

 Demonstrates good judgment and follow through in the implementation of Company visual standards
 Ensures that store is merchandised using planogram as a guide

 Maintains housekeeping standards; sales floor and backroom
 Implements all promotional guidelines in a timely manner

JOB ACCOUNTABILITY

ACCOUNTABILITIES
Guides & Develops Others

Owns the customer experience by identifying, recruiting, and building a happy, positive, and optimistic team

Identifies performance objectives, coaches, and develops employees to achieve goals

Provides timely and effective feedback on performance

Completes thorough performance evaluations

Encourages employee ownership for performance and development, recognizes and rewards performance that exceeds expectations

Mentors employees on career goals and roadmap

REQUIREMENTS

_Experience & Education _
_ _ Minimum 1-2 year of retail store management experience

Previous customer service experience

Minimum of high school graduate or GED equivalent; college degree a plus

_Competencies & Skills _
_ _ Demonstrate excellent leadership, time management, and customer service skills

Excellent verbal and written communication skills

“Can do” attitude and a team player

Flexible and adaptive to environment, changes, challenges, job duties and work schedules

Inquisitiveness and open mind regarding pop culture and trends

• Physical Requirements * (with or without reasonable accommodation)

Able to stand and walk around during scheduled hours

Able to pack and unpack shipments, arrange and move store fixtures, and move packages weighing up to 50 pounds

Able to reach for merchandise using the ladders, step stool, merchandise retrieving pole, etc.

Able to use store equipment including cash registers, sensors, cutters, scissors, hand truck, etc.

Able to remain calm and focused under pressure

Job Type: Part-time

Pay: From $14.50 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Flexible schedule
• Flexible spending account
• Health insurance
• Paid time off
• Parental leave
• Vision insurance

Shift:

• 8 hour shift
• Day shift
• Night shift

Weekly day range:

• Monday to Friday
• Weekends as needed

Experience:

• Customer service: 1 year (Preferred)

Work Location: In person