Customer Experience Manager

23 hours ago

Bloomington, Indiana, United States Brookshire Grocery Company Full time
Job Summary

As a Customer Experience Manager at Brookshire Grocery Company, you will be responsible for ensuring that our front-end operations and staff provide a high level of engagement and customer satisfaction. You will work closely with upper management to proactively address issues and concerns through effective communication, adherence to Company policies, and thorough training of front-end partners.

Key Responsibilities
  • Carry out management responsibilities, including training and developing partners, planning, assigning, and directing work, appraising performance, rewarding, and disciplining partners, and addressing complaints and resolving problems.
  • Provide friendly and customer service-oriented attitude by greeting customers, answering questions, and responding to customer complaints. Address front-end procedural issues brought to attention by cashiers and courtesy/utility clerks.
  • Protect and monitor store sales by ensuring accuracy of front-end procedures and proper execution of all compliance measures.
  • Assist upper management in training front-end staff on policies and procedures related to customer service, product codes, cash handling/tender procedures, use of scanners, and bagging protocol. Monitor and evaluate performance through observation and written or on-the-job testing.
  • Frequently required to open/close store. Ensure the store is presentable for the customer shopping experience; make certain adequate staff is available; ensure safety, responsiveness, and fiscal management of cash and monetary assets.
  • Ensure proper shrink management by following guidelines, identifying risks, and implementing proper controls.
  • Maintain a clean, safe, and sanitary working and shopping environment by adhering to Company safety procedures.
  • Ensure Company regulations and food safety standards for freshness, safety, refrigeration, and sanitation are met within front-end of store operations.
Requirements
  • Minimum 18 years of age required.
  • Partners must be 21 years of age or older to drive for Company business in accordance with the BGC Business Driver Policy.
  • High school Diploma or GED and three or more years of related experience; or an equivalent combination of experience and/or higher education required.
  • Health Insurance Portability and Accountability Act (HIPAA) certification required.
  • TABC/LACT certification required where applicable.
  • Manager Food Safety certification required.
  • AML certification required.
  • Fuel Operator C Training required where applicable.
Work Environment
  • Work is generally performed in a retail store.
  • Occasionally exposed to outside temperatures and weather.
  • Occasionally exposed to extreme cold conditions (non-weather).
  • Occasionally exposed to wet, slippery, or damp conditions.
  • Occasionally exposed to heights.
  • Occasionally exposed to cleaning agents.
  • Quiet to moderate noise level.

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