Customer Experience Manager

Cost Plus World Market - Norman, OK3.6

Full-timeEstimated: $37,000 - $51,000 a year
Skills
In partnership with the Store Manager, provide leadership to achieve or exceed sales and profitability goals. Consistently exemplify, maintain, and foster the culture and values of World Market. Drive a service and selling culture through effective leadership routines and engagement behaviors. Maintain a branded store experience through consistent visual execution, standards and recovery. Hire, develop and retain a high performance team through coaching, training and recognition.ESSENTIAL DUTIES & RESPONSIBILITIES

  • Ensure an exceptional customer experience, including visual execution/standards and customer engagement
  • Create a culture of recognition and accountability that delivers exceptional customer experiences and drives sales results
  • Build and retain a high-performance customer-focused team through training, development and performance management
  • Assess and analyze business trends utilizing all available reporting to problem solve sales and loyalty results and take appropriate action
  • Address and quickly resolve customer issues and/or concerns with appropriate partnership
  • Utilize all company selling and training resources to educate team on product knowledge, selling skills and business goals; validate that all company tools are being fully leveraged to provide exceptional Customer Experience on a consistent basis
  • Validate and ensure flawless execution of all omnichannel initiatives
  • Validate and ensure flawless execution of all customer loyalty initiatives and activities
  • Assist Store Manager with MyHR responsibilities; partner with Operations Manager to ensure sales floor is properly staffed to support business needs
  • Recruit, interview and hire top talent that aligns with our company values
  • Ensure a consistent orientation and onboarding experience
  • Manage, train and develop Customer Experience Specialist to drive store sales and loyalty results
  • Additional duties and responsibilities as assigned by and in the absence of Store Manager
SKILLS / KNOWLEDGE

  • Leadership skills including: Excellent Customer Experience behaviors, a strong sense of urgency, attention to detail, creative problem solving and sound decision making skills that align with strategic initiatives, effective delegation and validation and the ability to efficiently execute daily priorities
  • Minimum of 2+ years of relevant leadership experience in a fast-paced specialty retail selling culture is preferred
  • Ability to work a flexible schedule, including nights and weekends depending upon the needs of the business
  • Ability to lift up to 40lbs