Manager, Retail

Customer Experience Manager

The Customer Experience Manager is responsible for managing all aspects of the Front End Department, including staffing, in‑store and digital customer experience, and key metrics. The role requires maintaining a friendly, energetic demeanor, ensuring compliance with procedural guidelines, and fostering a positive customer and team environment.

• Provide a positive checkout experience and measure results through reporting tools.
• Transform customer service opportunities into positive solutions.
• Work with all departments to ensure a positive customer experience.
• Ensure cleanliness and appearance of customer‑facing areas, parking lot, and store exterior, ensuring the safety of team members, customers, and company assets.
• Review weekly sales and labor projections to maximize sales and profits; maintain department operations within allowed labor percent.
• Monitor and control all costs and expenses, including store purchases, inventory control, and shrink.
• Develop, schedule, and initiate performance reviews; ensure the team is trained on all policies and procedures.
• Manage e‑commerce compliance; ensure top‑quality items are picked and delivered to customers in a timely manner.
• Oversee shift operations, including coverage, work schedules, and lane assignments.
• Follow food safety protocols when handling products and communicate scanning/pricing errors per outlined processes.
• Submit proper paperwork for new hires, terminations, and other changes; maintain employee records per state law.
• Complete daily cash office duties and report discrepancies or suspicious activities to the Store Director.
• Reconcile monthly vendor statements and maintain detailed vendor invoice files.
• Partner with Regional HR Manager for employee benefits, payroll, and leave of absence issues.
• Maintain store job requisitions and support leaders through hiring/onboarding as needed (documentation, background checks, etc.).
• Perform other duties as assigned.

• High school diploma or equivalency degree.
• Minimum of 2 years professional experience; preferred 2‑3 years grocery retail experience in office management processes and procedures.
• Previous experience in a natural foods industry is a plus.
• Accounting and cash handling background preferred.

• Maintain the highest level of customer service at all times.
• Adapt to a high‑volume retail environment while working in a cross‑functional team.
• Take initiative when problems arise and use independent judgment to correct issues.
• Prioritize tasks and meet deadlines with advanced attention to detail.
• Excellent written and verbal communication and interpersonal skills.
• Knowledge of MS Office (Outlook, Word, Excel); preferred knowledge of Workday and Kronos UKG.
• Ability to multitask, organize, and lead/support team goals.
• Familiarity with Health Department guidelines and regulations applicable to grocery retail.
• Read and understand financial statements; plan and execute for results.
• Work varied hours/days as business dictates.

Site:
Rarely 1–2 hours sit;
Continuously 1–8 hours stand;
Continuously 2–8 hours walk;
Frequently 2–4 hours drive;
Balance frequently 34–66%;
Bend occasionally 1–33%;
Climb (2–6 ft) occasionally 1–33%;
Crawl occasionally 1–33%;
Crouch/Squat occasionally 1–33%;
Kneel occasionally 1–33%;
Reach (forward & overhead) frequently 34–66%;
Twist (45° at waist) occasionally 1–33%;
Lifting 0–10lbs occasional 1–33%; 11–25lbs occasional 1–33%; 26–50lbs occasional 1–33%; 51–100lbs never 0%;
Repetitive motion right & left grasping frequently 34–66%; fine manipulation occasionally 1–33%; pushing & pulling occasionally 1–33%; lower extremities never 0%.

Pay range: $20.50 – $30.05 per hour, with incentive bonus opportunities that may vary based on individual and company performance. The actual rate offered will meet or surpass the legal wage requirement for the job’s location.

Benefits include paid parental leave, health, dental, and life insurance, 401(k) with employer match, and 24/7 Employee Assistance Program.