Store Operations Manager
1 week ago
The Customer Experience Manager is a key member of the store leadership team, responsible for overseeing the execution of store standards across the entire store. This includes customer service, department readiness, and operational process. The ideal candidate will have a strong background in retail management and be able to coach and develop associates to provide exceptional customer service.
Key Responsibilities- Customer Service and Associate Engagement
Drive customer satisfaction and associate engagement by coaching associates on proper customer service techniques and ensuring the team is providing the highest level of customer service. Resolve customer escalations within the store and through customer care. Ensure department supervisors and associates are prepared for high-volume periods. Monitor customer flow through checkouts and take action to ensure customers are receiving fast, friendly service. - People Management and Development
Provide in-the-moment coaching based on observations and behavior. Partner with assistant store managers regarding formal performance conversations and discipline. Recognize associates for demonstrating expectations. Use recognition tools to highlight associates demonstrating value-based behaviors and productivity. Give input to assistant store managers on associate performance and participate in talent planning for all hourly associates. - Store Operations and Management
Lead store kickoff meetings and walk each department to ensure store readiness. Communicate messages, priorities, and tasks to all associates. Perform opening, closing, and manager on duty tasking as well as other whole store focus responsibilities. Validate daily store priorities with assistant store managers and store managers. Ensure associates complete all store checklists in accordance with timing expectations.
- Must be 18 years or older.
- Must be legally permitted to work in Canada.
- Ability to work a flexible schedule.
- 3 years of relevant work experience.
- Whole store management experience.
- Big box retail experience.
- Home improvement industry experience.
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