Customer Experience Specialist - D317/324

Category/Area of Expertise: Internal Merchandising
Job Requisition: 484038
Address: USA-CT-Norwich-42 Town Street
Store Code: Merchandising Services Support (5148959)

Here at Stop & Shop, we've been serving our customers and neighborhoods for more than a century. A lot has changed in that time, but one thing hasn't: Stop & Shop is a place where everyone can thrive and feel like they're part of family.

Our more than 50,000 associates enjoy competitive salaries, comprehensive benefits and discounts to support professional and personal journeys and flexibility that fits their lives.

We invite you to pull up a seat and discover the ways you can make an impact. There's always room at our table!

This position will support Districts 317 and 324 in Region 2

As a leader in the retail grocery industry, we are committed to feeding all the important moments in our customers' lives. We are seeking a highly motivated and results-oriented Customer Experience Specialist to make a significant impact on our store performance and lead a team dedicated to providing exceptional customer experiences.

The Customer Experience Specialist plays a pivotal role in ensuring operational excellence and effectiveness of the Front End within their assigned district. This position is accountable for driving customer service across total store and financial results for the front end, as well as coaching and developing store management and staff. By focusing on improving processes, resolving issues, and executing strategies, the Customer Experience Specialist will contribute to the success of the business, ensuring a consistent and excellent customer experience.

What we ask of you:

• Financial KPIs and Performance:
  • Deliver district-level financial KPIs related to the Front-End operations.
  • Ensure the achievement of goals and escalate issues to the appropriate channels.
• Coaching and Development:
  • Spend the majority of the time conducting store visits, coaching and developing department staff to meet business objectives and personal growth goals.
  • Provide leadership to Department Managers, ensuring they meet and exceed expectations for sales, profitability, and customer experience.
• P&L and Operational Oversight:
  • Accountable for Front End P&L responsibilities, including optimizing scheduling and planning.
  • Deliver guidance and ensure compliance to operational initiatives, customer service goals, and labor productivity.
• Service Excellence & Issue Resolution:
  • Serve as the primary contact for resolving customer, process, and technology issues across Front End, Service Desk, Accounting, and ancillary services.
  • Lead efforts to identify, analyze, and resolve issues impacting Opportunity Stores and customer service, ensuring effective communication to the appropriate levels of the organization.
• Program & Project Implementation:
  • Execute brand programs that increase customer satisfaction and drive sales, making the store a "Better Place to Shop."
  • Lead the execution of store remodels and other programs/projects affecting assigned stores.
• Technology and System Support:
  • Coordinate with the ADUSA Store Technology Specialist to support stores in the use and troubleshooting of Front End systems (POS, Self Check-out, Western Union, Pin Pad, and Card Manager).
• Talent Development and Leadership:
  • Act as the thought leader, teacher, and ambassador of service within the assigned district. Coach, develop, and mentor Store Managers, CSM/COM, and Checkout
  • Coaches to meet and exceed company standards and customer satisfaction metrics.
  • Collaborate with HRBP to identify talent gaps and promote career growth for department staff.
• Opportunity Store Identification and Turnaround:
  • Identify underperforming stores (Opportunity Stores) and lead the execution of turnaround plans to improve performance.
  • Work closely with District Director and Manager of Customer Experience and Front End Ops to address challenges and improve store performance.
• Compliance and Standards:
  • Ensure compliance with store operations, customer service goals, and labor productivity standards.
  • Provide consistent training and direction on company policies, processes, and standards to store management and department staff.
• Collaboration and Communication:
  • Serve as the primary liaison between Store Managers, District Directors, and Manager of Customer Experience and Front End Ops, effectively communicating feedback on initiatives and addressing in-store opportunities.
  • Provide policy, process, and standards guidance to CSM/COM, Service Desk, Cash Office, File Maintenance and Home Shopping associates.

What you bring to the table:

• A minimum of 3 years as an Assistant Store Manager and 1-2 years of experience in Front-End Operations preferred, with a strong commitment to enhancing the customer experience and ensuring smooth store operations.
• Proven financial expertise with a demonstrated ability to deliver outstanding results while maintaining a focus on customer satisfaction and operational excellence.
• Leadership skills with a focus on motivating and empowering teams to deliver exceptional service, ensuring a positive experience for every customer.
• Exceptional multitasking, prioritization, and time management skills, ensuring customers are always attended to promptly and efficiently, even during peak hours.
• Strong communication skills, both written and verbal, ensuring clear and helpful interactions with customers and team members to foster a positive and customer-friendly environment.
• Passionate about delivering high-level customer service, always striving to exceed customer expectations and create lasting positive impressions.
• Self-motivated and adaptable, able to work independently, including weekends and holidays, while continually seeking innovative solutions to enhance the customer experience and improve store performance.

What we bring to the table:

• Culture committed to celebrating diverse backgrounds and experiences
• Comprehensive benefits
• Opportunities for professional development and career growth
• Associate discounts
• Team of associates dedicated to serving our local customers and supporting our communities

If you are passionate about customer service, thrive in a dynamic environment, and are committed to making a difference, we invite you to apply.

Stop & Shop is an equal opportunity employer. We comply with all applicable federal, state and local laws. Qualified applicants are considered without regard to sex, race, color, ancestry, national origin, citizenship status, religion, age, marital status (including civil unions), military service, veteran status, pregnancy (including childbirth and related medical conditions), genetic information, sexual orientation, gender identity, legally recognized disability, domestic violence victim status or any other characteristic protected by law.