Job Title: Customer Experience Manager

Personnel Subarea: Grocery Date of Last Revision: 01/26/2023

Job Summary:

Manages front end and store office operations and staff to promote high level of engagement and customer satisfaction. Proactively addresses issues and concerns through effective communication, adherence to Company policies, and thorough training of front end partners. Oversees compliance of office functions including AML, lottery, and Western Union transactions. Ensures adequate staffing, a clean and safe store environment, and expedient check out services for a pleasant customer experience.

Essential Duties and Responsibilities:

• Carries out management responsibilities including interviewing, hiring, training and developing partners; planning, assigning, and directing work; appraising performance, rewarding, and disciplining partners; and addressing complaints and resolving problems.

• Ensures effective training of partners within the departments under their supervision.

• Provides friendly and customer service-oriented attitude by greeting customers, answering questions, and responding to customer complaints. Addresses front end procedural issues brought to attention by cashiers and courtesy/utility clerks. Displays exemplary customer service, acts as a role model for partners, and enforces customer service standards.

• Protects and monitors store sales by ensuring accuracy of front end procedures and proper execution of all compliance measures.

• Responsible for training front end staff on policies and procedures related to customer service, product codes, cash handling/tender procedures, use of scanners and bagging protocol. Monitors and evaluates performance through observation and written or on-the-job testing. Conducts performance evaluations and provides feedback to Store Director.

• Reviews money orders and check cashing for governmental money regulations. Oversees daily office audits and bank deposit records for accuracy and reports variances and concerns to Store Director.

• Remains current on tender policies and procedures related to checks, credit, debit, coupons, EBT, WIC, AML, etc.

• Helps maintain overall operating costs, sales performance, financial results, public relations, product quality, work methods, working standards, equipment, property, wages, and labor. Makes decisions that impact store profits and sales, and employment or welfare of people.

• Frequently required to open/close store. Ensures the store is presentable for the customer shopping experience; makes certain adequate staff is available; ensures safety, responsiveness, and fiscal management of cash and monetary assets.

• Ensures proper shrink management by following guidelines, identifying risks, and implementing proper controls.

• Maintains clean, safe, and sanitary working and shopping environment by adhering to Company safety procedures.

• Ensures Company regulations and food safety standards for freshness, safety, refrigeration, and sanitation are met within front end of store operations.

Knowledge, Skills and Abilities:

• Intermediate knowledge of store operations required.

• Advanced understanding of Company checkout policies and procedures.

• Advanced knowledge of store office processes and procedures.

• Advanced knowledge and compliance of state laws regarding the sale of alcohol, tobacco, and lottery, as applicable.

• Advanced knowledge of anti-money laundering and other government regulations relating to monetary transactions.

• Advanced knowledge of cash register.

• Intermediate knowledge of on-site fuel station procedures, if applicable.

• Basic mathematical skills.

• Strong organizational and time management skills.

• Ability to effectively communicate (in written and verbal form) with customers and partners.

• Ability to remain professional and courteous with customers at all times.

• Ability to lead and motivate others.

• Ability to carry out short-term strategic objectives aligned with Company initiatives.

• Ability to prepare reports and business correspondence.

• Must be detail oriented.

• Ability to evaluate partner performance and make corrections as needed, in a tactful manner.

• Ability to learn new processes and transfer knowledge to others.

• Ability to perform basic Microsoft Office functions.

• Ability to multi-task and work in a fast-paced environment.

• Ability to work safely with sharp objects such as knives, box cutters, etc.

• Ability to use precision and non-precision hand tools.

• Ability to maintain high levels of confidentiality regarding sensitive information.

• Ability to work variable shifts including nights, weekends, and holidays.

• Ability to occasionally travel to off-site and out-of-town locations required with possible overnight stays.

Education, Experience and Qualifications:

• Minimum 18 years of age required.

• Associates Degree in related field and two or more years of related experience; or an equivalent combination of experience and/or higher education required.

• Must obtain Health Insurance Portability and Accountability Act (HIPAA) certification through Company LEARN/LMS program within 2 weeks of starting in role.

• Must obtain Tobacco/Alcohol certification (TABC/LACT/AATC/ABLE) through Company LEARN/LMS program within 2 weeks of starting in role where applicable.

• Must obtain Manager Food Safety certification through Company LEARN/LMS program within 2 weeks of starting in role.

• Must obtain Anti-Money Laundering (AML) certification through Company LEARN/LMS program within 2 weeks of starting in role.

Physical Demands:

• Continuously required to use close vision, distance vision, depth perception or the ability to focus.

• Continuously required to stand or walk.

• Continuously required to talk and hear.

• Frequently required to use hands for reaching, touching or handling.

• Frequently required to use fine finger movements (ex. sorting and typing).

• Frequently required to bend, kneel or squat.

• Frequently required to push, pull, maneuver or lift objects up to 40 lbs.

• Occasionally required to push, pull, maneuver or lift objects up to 75 lbs.

Partners being promoted to a retail leadership position will be expected to remain in the role for a minimum of 6 months. Should there be a business need that warrants an exception to this rule, an approval from our Chief People Officer will be required for them to move in less than a 6 month timeframe. This rule applies to any partner that receives a transfer, demotion, or promotion.

Partners are expected to comply with federal and state laws as well as company policies and procedures pertaining to employment