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Sr. Manager Guest Experience

2 weeks ago

Milwaukee, WI, United States Potawatomi Ventures Full time
Job Summary:

We are looking for a strategic and hands-on Sr. Manager of Guest Experience to lead the "best in class" Guest Experience at fireside MARKET. This role is responsible for ensuring fireside MARKET delivers a guest experience that engages the guest through multiple channels and helps create the vision for how team members and fM overall should interact with our guests. This leader will own the fM guest experience journey from first contact through repeat visits and interactions. In this role, you will have a seamless relationship with Marketing and work closely with Brand, Technology and Vendor partners. This role will also create the vision and growth plan of our Customer Service team.

Key Duties and Responsibilities
  • Guest Experience:
    • Lead the overall strategy and execution of the fM guest experience. Develop and execute the strategy to deliver on the vision that fM delivers on our promise, "Our fire within brightens each day through full bellies and warm smiles."
    • Create trend reporting and feedback summaries to share with key partners and sr. leadership.
    • Create and execute action plans for consistent opportunities.
    • Create and manage an instore and online guest survey program.
    • Partner with Marketing & Brand leaders on a regular basis to identify and execute needs to enhance the guest experience. This includes signage, communications, training, etc.
    • Create engaging and valuable promotions for our Market guests and assists in the planning of Kitchen LTOs. (Limited Time Offers).
    • Lead the vision and execution of fM branded instore merchandise. This will have a seamless partnership with Marketing.
    • Ensure all locations deliver a fast, friendly, and clean shopping experience.
    • Ensure consistency in service, cleanliness, and compliance across all locations.
  • Customer Service:
    • Lead our Customer Service team.
    • Address customer feedback and resolve escalated issues promptly.
    • Respond and follow up to all contacts from guests via email, phone, social media (as needed or directed by Marketing) and online review platforms (ex. Google).
    • As fM grows, lead the vision and build out of the Customer Service team.
    • Champion a guest-first culture and ensure high standards of service across all locations.
  • Leader & Team Member Guest Engagement:
    • Partner with HR/Training to develop engaging and interactive guest training for all necessary aspects of fM.
    • Assist in the development of all key performance metrics to evaluate the fM Guest Experience.
    • Assist in the development of a Guest Experience dashboard.
    • Create and execute store, leader and team members incentives and contests.
  • Store Communications:
    • Develop, create and execute all necessary store leader and team member communications.
Required Skills/Abilities:
  • Strong Leadership, organizational, and problem solving skills.
  • Excellent communication and interpersonal abilities.
  • Proficiency in retail systems, POS software, and Microsoft Office Suite.
  • Excellent time management skills with a proven ability to meet deadlines.
  • A willingness to learn and grow as the business grows.
  • Experience dealing with team members across all levels.
  • Experience using Microsoft Office Suite preferred.
  • 8+ years of experience in Retail Operations, Retail Marketing or Customer Service.
  • 5+ years developing and executing inter-departmental relationships and project collaboration.
  • 5+ years of experience working in a multi-store environment.
  • 5+ years of creating, analyzing and presenting business data.
  • 5+ years of creating store communications.
  • 5+ years of creating store, leader and team member contests.
  • 5+ years of experience responding to customers.
  • Willingness to travel between store locations or as assigned 15% of the time.
Education and Experience:
  • High school Diploma/GED or equivalent
  • Bachelor's degree in Business, Retail Management, Marketing, Hospitality or related field (or equivalent experience).
  • Must have a valid driver's license and ability to pass a pre-employment background check/MVP and drug screen.
  • Subject to annual MVR check