Customer Experience Manager

5 days ago

Brighton, Colorado, United States Joann Full time

Job Summary

The Key Holder is a critical role in delivering a premium customer experience at JOANN. As a Key Holder, you will inspire creativity within our customers, drive sales through advanced product knowledge, and lead the store team members by observing and coaching individuals. You will also assist the Store Management team with operational duties, including opening and closing the store, ensuring compliance, and finding creative ways to drive the business.

Responsibilities

Customer Experience

  • Provide exceptional customer service by greeting every customer, using the F.A.S.T. service model, and asking open-ended questions to learn about customers' project needs.
  • Engage in friendly conversation with customers about their projects while serving them at the cutting counter, cash register, and sales floor.

Operations

  • Process customer transactions at the cutting counter and cash register in an efficient and friendly manner.
  • Lift, place, and arrange items on shelves and racks, and maintain a high level of productivity and close attention to detail.
  • Stock shelves accurately according to planogram and maintain high standards throughout the sales floor by cleaning and recovering shelves, putting away returns, and cleaning up any spills/messes.

Leadership

  • Assist the Store Management team with leading the store team members by observing and coaching individuals.
  • Work closely with Store Management to identify key tasks and assist in delegating them to Team Members.

Physical Demands

  • Stand during an entire shift (other than normal break time).
  • Continuously walk around all areas of the store throughout shift.
  • Read written instructions, reports, and other information on paper and computer screens.
  • Orally communicate with customers and other team members on a consistent basis throughout their shift.

Availability

Part-time status requires availability that meets the needs of the store. Part-time Team Members are generally scheduled to work less than an average of 28 hours per week in a measurement period, as defined by JOANN and are not guaranteed any particular number of hours per week. Open availability is defined as the ability to work any and all hours required without restrictions as to the time of day or day of week, including, but not limited to, days, evenings, weekends, overnight shifts, and holidays.

Full-time status requires open availability and ability to work at least an average of 36 hours per week over the course of a year. Open availability is defined as the ability to work any and all hours required without restrictions as to the time of day or day of week, including, but not limited to, days, evenings, weekends, overnight shifts, and holidays.

Education & Experience

Education

Minimum - High School Diploma or equivalent

Experience

Minimum - 1+ years of supervisory experience in a customer-centric environment

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