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Guest Experience Manager
2 months ago
The Guest Experience Lead is responsible for ensuring all guests receive a quality in-store experience. They do this by overseeing or providing technical product education that articulates the value of our product and brand to meet the unique needs of each guest.
Core Responsibilities- Bring the company's guest experience framework to life, leading from the floor to establish an exceptional and inclusive guest experience.
- Continuously assess the level of guest connection and technical product education, ensuring every single guest receives technical product education and assisting the guests when needed.
- Move dynamically and lead from the floor as the Supervisor on Duty to assess and fulfill the needs of the business, team, and guests.
- Conduct preparation activities to ensure in-store readiness for guests and ensure the operational excellence of the store is maintained throughout shift.
- Open and close the store in accordance with the opening and closing procedures.
- Review and interpret daily business data and metrics to track progress toward sales goals and motivate team to drive business results.
- Participate in the store's hiring process, including recruitment, selection and hiring recommendations, onboarding, and training.
- Address team member performance and support their ongoing learning and development by providing direct feedback and in-the-moment recognition, coaching, demonstrations, and hands-on experiences.
- Contribute to a respectful and inclusive team by establishing supportive working relationships and engaging with team members, creating a fun and productive environment.
- Must be legally authorized to work in the country in which the store is located.
- Must have the ability to travel to assigned store with reliable transportation methods.
- 1 year retail or customer experience (e.g., guest resolution, navigating difficult conversations).
- Some experience in leading, mentoring, or delegating with others.
- Education: High school diploma/GED/equivalent, or above.
- Experience: 1 year of retail/sales leadership experience (supervisor or people management not necessary; examples: leading delegated assignments/tasks, mentoring or assisting peers).
- For Experiential stores with food/beverage service only: Food safety and/or liquor service certification.
- Inclusion & Diversity: Creates/supports an inclusive environment that values/celebrates differences.
- Integrity: Behaves in an honest, fair, and ethical manner.
- Guest Experience: Actively creates an inclusive, high-caliber experience and connection for every guest through team members.
- Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work.
- Collaboration and Teamwork: Works productively with and supports others to achieve common goals; seeks connections, partnerships, and diverse perspectives.
- Decision Making/Problem Solving: Uses logic and reasoning to evaluate alternatives and make effective, timely decisions.
- Adaptability/Agility: Navigates uncertainty and ambiguity and can change priorities in a fast-paced environment; recovers quickly from setbacks.
- Interactive Communication: Conveys information effectively and understands information shared while interacting with others.
