Store Customer Experience Manager Position Available In Middlesex, Massachusetts

Store Customer Experience Manager 3.4 3.4 out of 5 stars Framingham, MA 01701 Job Overview We are seeking a dedicated and experienced Supervisor to lead our customer service and process team in Framingham, MA. In this role, you will be responsible for overseeing daily operations, ensuring exceptional service delivery, and fostering a positive work environment. The ideal candidate will possess strong leadership skills, be able to communicate effectively, and have a passion for enhancing customer satisfaction.

People Leadership:

Facilitates the associate experience and supports associate development. This includes but is not limited to training, onboarding, mentoring, and coaching for growth as well as providing feedback into associate performance reviews, disciplinary action and promotions. Validates completion of assigned operational messages and engagement video compliance. Supports the various Services businesses as needed when the Experience Leader is not available. Delegate and validate completion of daily tasks. Leads and directs associates when acting as the Leader on Duty Address and administer associate complaints and grievances. Recognizes and celebrates associates driving overall associate engagement.

Brand Integrity and Overall Store Experience:

Responsible for pet parent experience and outcomes conducted over the telephone, in person or online, and responding to pet parent concerns. Promotes and coordinates store events and marketing for Adoptions, Vet partnerships and Shot Clinics. Responsible for live pet sales and pet adoptions. Supports with monthly live cycle counts, addresses discrepancies. Recommends, informs, and sells merchandise and services and promotes pet parent facing initiatives. Prepares online orders for pick-up in store and ensures a smooth, positive, pick-up experience Backup to operate point-of-sale (POS) systems and handle cash transactions, ensuring accuracy and compliance with company policies. Maintains store standards and leads a culture of empowerment by ensuring compliance to our policies and procedures (P&Ps) and code of ethics. Ensures a safe environment for our associates, pets, and pet parents. Responsible for taking immediate action and reports when a sick/injured pet is identified in the store; transport to the vet as needed. Maintains sales floor, pet training, adoption center, breakroom and restroom cleanliness standards. Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise. Assists and works in other departments as required. Other duties may be assigned. Follows all company policies and procedures.

Qualifications:

2+ years of retail experience in a customer-focused environment. Leadership experience preferred. Full-time availability required, flexibility in schedule, able to work evenings, weekends, and holidays as needed. Proficiency in computer applications. Strong written and verbal communication skills. Ability to react under pressure and maintain composure. Strong organizational skills and attention to detail. If you are passionate about leading a team towards excellence, we encourage you to apply for this exciting opportunity.

Job Type:

Full-time Pay:

$16.40 – $24.40 per hour

Shift:

8 hour shift Day shift Evening shift Shift availability: Night Shift (Required) Day Shift (Preferred) Ability to

Commute:

Framingham, MA 01701 (Required)

Work Location:

In person