Position Overview

The Retail Customer Experience Manager owns the retail franchise side of the business to support our retail franchise customers within their assigned area of the region. The position builds working relationships between retail franchise stores, merchandising and warehouse operations to achieve high levels of customer satisfaction in relation to the company's operations and the development of/adherence to standard operating procedures. The role reports to the Director of Retail Operations and contributes to the cross-functional teams in the delivery of product, projects, programs, and retail financial goals in support of customer's business objectives; develops cost efficiencies; and brings key players together to solve problems and eliminate roadblocks. Works collaboratively with other Customer Experience (CXT) team members to identify root causes of operational issues and garners the alignment and resources to solve chronic issues.

Job Description

Description

• Monitor and manage product purchases and teamwork scores to best support the financial success of franchise customers. 10%

• Facilitate communications as appropriate to all stakeholders; effectively communicate with customers to resolve service issues and to evaluate their requests; prepare and present customer presentations to review project scope and progress. 10%

• Monitor and support operational KPI improvement across assigned customers. 10%

• Recommend and implement cost improvement opportunities. 10%

• Monitor quarterly and annual contracted volume thresholds and conduct regular performance reviews to maintain compliance. 10%

• Influence customer decision-making on key improvement initiatives. 10%

• Manage & support new business start-ups, closures, hand offs with Regional Mgr. and Director of Retail Operations. 10%

• Coordinate operational planning around key customer events such as holiday planning, grand openings, anniversary sales, major in-store events. 10%

• Communicate and manage changes in Company operational policies and procedures. 10%

• Manage Business continuity events and communication to Director Retail Operations. 10%

• Travel Required:Yes

Environment

• Office : Office Temperature (65F to 75F)

• Store : Office Temperature (65F to 75F)

Skills

• Specialized Knowledge : Strong retail operations background required, with in-depth knowledge of supply chain strongly preferred

• Special Skills : Strong communication skills; Strong analytical and business acumen; Strong project management skills; Strong technical computer skills

• Physical abilities: :

• Other: :

Years Of Experience

• 5-7 : Relevant Experience

Qualifications

Bachelor's Degree - Business

Shift

Company

Piggly Wiggly Midwest LLC

About Our Company

Building on its more than 100-year history in the grocery business, Piggly Wiggly ® continues to grow its presence with stores throughout the Midwest, South and Northeast. C&S Wholesale Grocers, LLC. operates corporate stores and services independent franchisees under a chain-style model. This unique grocery store offers the selection and assortment of a national chain, with the service and local customization of a community-based retailer. Each store contains specialized local assortments to meet local shoppers’ needs.

Company: Piggly Wiggly Midwest LLC

Job Area: Retail Operations

Job Family: Retail

Job Type: Regular

Job Code: JC2073

ReqID: R-256681