Assistant Manager Customer Experience

Overview

As the Assistant Manager of Customer Experience
, you contribute to profitable sales growth by attracting, developing, leading, retaining and engaging associates, leading strategies and initiatives, and executing sales building programs to enhance the customer experience through driving performance standards.

Primary Responsibilities
:

• Customer Service and Sales – Models, coaches, and holds team accountable for outstanding customer service. Leads the Manager on Duty (MOD) program, observes, engages, and coaches in the moment to enhance each manager’s and supervisor’s ability to execute and develop their own respective teams, and that associates are focused on the right priorities.
• Human Resources/Talent Management – Sources and screens talent and proactively partners with store leadership to deliver consistent and effective hiring processes. Oversees store payroll and other payroll functions to ensure associates receive appropriate pay for hours worked. Ensures that CES schedules and conducts new hire orientation, and that training is delivered by the appropriate leader. Schedules talent and resources to help achieve profit expense targets, effectively deliver exceptional service, and fully keep associates engaged.
• Store Operations – Oversees all pricing and signing processes including workload planning, weights and measures, price changes and re‑ticketing, Door to Floor process, achievement of productivity target by setting goals and monitoring pace of work. Establishes and maintains stockroom processes including overall organization and work safety initiatives, receiving, shipping and reverse logistics including all third‑party carrier processes (Fed Ex, UPS, etc.).

Core Competencies & Accomplishments
:

• Prioritizes Customers: puts customer needs first and prioritizes what matters most to them. Identifies and removes barriers to provide excellent service and experiences.
• Takes Accountability: takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs.
• Produces Results: demonstrates a sense of urgency to act decisively and quickly while establishing aggressive goals and takes appropriate risks to achieve results.
• Works Collaboratively: collaborates cross‑functionally by sharing information, seeking input from diverse perspectives, and working towards shared goals.
• Work experience – Minimum of 2 years retail leadership experience.
• Education – bachelor’s degree or equivalent work experience.

• Own in‑stock levels through effective merchandise replenishment activities.
• Maintain high merchandise presentation standards throughout the store.
• Actively lead the team in planning and executing merchandise and visual elements.
• Ensure company merchandising standards are consistently executed.

• Model, coach, and hold the team accountable for delivering outstanding customer service.
• Oversee the Manager on Duty program to ensure associates are engaged and customers are serviced appropriately.
• Support sales‑building programs that improve the customer experience and drive profitable sales growth.
• Reinforce performance expectations through consistent coaching and follow‑up.

• Support Omnichannel initiatives to further drive sales and customer service.
• Own training and coaching related to Omnichannel processes and execution.
• Ensure associates understand and execute Omnichannel standards consistently.

• Drive sales growth in Fine Jewelry, Window, and Mattress businesses by leading and engaging associates.
• Own the planning and execution of special events within specialty businesses.
• Partner with store leadership to identify opportunities and improve specialty business performance.

• Partner with the store management team to source and hire talent for hourly positions.
• Play an active role in training, coaching, and developing associates.
• Provide in‑the‑moment feedback and address performance issues as needed.
• Support associate engagement and development through consistent leadership presence.

• Consistently meet established performance standards, including but not limited to:
  • Shrink…