Manager, Retail

Customer Experience Manager

Fresh Thyme Farmers Market is seeking a Customer Experience Manager to oversee all aspects of the Front End Department, including staffing, in‑store and digital customer experience, and key metrics.

• Provide a positive checkout experience and measure results through reporting tools.
• Transform customer service opportunities into positive solutions.
• Work with all departments to ensure and maintain a positive customer experience.
• Ensure cleanliness and appearance of customer‑facing areas, parking lot, and store exterior, safeguarding team members, customers, and assets.
• Review weekly sales and labor projections for the Front End department to maximize sales and profits while maintaining labor percentages.
• Monitor and control all costs and expenses, including store purchases, ordering, inventory control, and shrink.
• Manage the Front End Department, including developing, scheduling, and initiating required performance reviews, and ensuring staff are trained on all policies and procedures.
• Manage E‑commerce compliance and ensure top‑quality items are picked and provided to customers promptly.
• Oversee shift operations by writing/approving coverage, work schedules, and lane assignments.
• Ensure compliance with food‑safety protocols when handling products.
• Communicate scanning/pricing errors following outlined processes.
• Submit paperwork for new hires, terminations, and other changes, keeping 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 on employee benefits, payroll, and leave issues.
• Maintain store job requisitions and support hiring/onboarding (documentation, background checks, etc.).
• Perform other duties as assigned.

• High school diploma or equivalency degree.
• Minimum 2 years of professional experience.
• Preferred 2–3 years in grocery retail, Office Management department processes, or natural foods industry.
• Accounting and cash handling background preferred.

• Maintain the highest level of customer service at all times.
• Adapt to high‑volume, ever‑changing retail while working cross‑functionally.
• Take initiative when problems arise and exercise independent judgment for immediate corrective actions.
• Flexibility to adapt to varied situations and work varied hours/days as business dictates.
• Advanced attention to detail, prioritization, and deadline management.
• Excellent written communication and documentation skills.
• Excellent verbal communication and interpersonal skills for cross‑functional collaboration.
• Proficiency with MS Office (Outlook, Word, Excel) and preferred knowledge of Workday & Kronos UKG.
• Able to multitask, organize, lead, support, and contribute to team goals.
• Familiar with Health Department guidelines and regulations relevant to grocery retail.
• Plan and execute efficiently for results; improve staff performance via motivation, training, and clear expectations.
• Read and understand financial statements.

• Sitting: rarely 1–2 hours.
• Standing: continuously 1–8 hours.
• Walking: continuously 2–8 hours.
• Driving: frequently 2–4 hours.
• Balance: frequently 34–66% of time.
• Bending, climbing, crawling, crouching/squatting, kneeling: occasionally 1–33% of time.
• Reaching (forward & overhead): frequently 34–66% of time.
• Twisting at waist: occasionally 1–33% of time.
• Carrying 0–10 lbs.: occasionally 1–33% of time.
• Carrying 11–25 lbs.: occasionally 1–33% of time.
• Carrying 26–50 lbs.: occasionally 1–33% of time.
• Carrying 51–100 lbs.: never.
• Repetitive motion (grasping): frequently 34–66% of time.
• Fine manipulation, pushing, pulling: occasionally 1–33% of time.

Base hourly pay ranges from $20.50 to $30.05, based on experience and qualifications. Incentive bonus opportunities may vary by performance. All full‑time team members receive paid parental leave, a 401(k) plan with employer match, comprehensive medical, dental, and life insurance, and an employee assistance program. Part‑time members have access to additional support programs. The pay total will meet or exceed the legal wage requirement for the location.