Job Description
Join the dynamic team at arenaflex, a leading e-commerce company revolutionizing the home goods industry, as we continue to push the boundaries of innovation and customer satisfaction. As an Experienced Customer Experience Manager, you will play a vital role in driving the customer experience strategy for our retail locations, ensuring seamless interactions between customers and our team members. About arenaflex arenaflex is a pioneering e-commerce company that has disrupted the home goods industry with its vast selection of products, cutting-edge technology, and exceptional customer service.
With a strong focus on innovation and customer satisfaction, we continue to grow and expand our operations, creating new opportunities for talented individuals to. Job Responsibilities As an Experienced Customer Experience Manager, you will be responsible for developing and implementing customer experience strategies that drive customer loyalty and satisfaction. Your key responsibilities will include: * Developing and driving customer experience initiatives across all retail locations, including checkout, money wrap, purchase in-store pickup, and client support * Collaborating with key stakeholders to design and implement end-to-end customer experiences, including B2B, plan administration, walk-in visitors, and endless aisle coordination * Identifying gaps in customer experience where we fall short of clear expectations and leading the work to close these gaps * In-store execution of all customer experiences and streams, across brands, including both technology and physical components * Executing SOPs and detailed work processes that ensure a positive outcome for store teams, whether it's for new store openings or cycle enhancements in existing stores * Collaborating with the ability to ensure content is updated and executed * Collaborating with store communications to ensure content is feasible and adoptable by field teams * Conducting training sessions for more in-depth work processes that require active training efforts * Overseeing rollout timelines of new skills and cycles in the organization with Workspace partners and Store teams * Managing change management related to any 'Front of House' work process influenced changes, collaborating with the ability to execute successfully * Screening Checkout and Returns execution against agreed-upon objectives and effectively attempting to identify gaps in cycles or functions that need a goal as well as improvement * Assessing competition, customer behavior, and emerging customer support trends to share insights with teams and improve results * Supervising store checkout activities, including cash management for all cash touchpoints CapabilitiesRequired * 4 years of retail leadership experience, 3+ years of management experience * Working knowledge of bolthires Suite tools (Docs, Sheets, Slides, Schedule/Gmail) * Phenomenal interpersonal and communication skills, both verbal and written * Extremely energetic by driving business in a fast-paced, innovative environment * Ability to manage multiple tasks in a changing environment * Entrepreneurial mindset with a pioneering spirit * Free hardworking attitude, time management skills, and personal responsibility * The Customer Experience Manager role is a full-time job with a 40-hour workweek (5 days) comprising 75% of those hours working on the retail floor and training and developing the team.
To build a reasonable schedule that supports the needs of the business and our teams, we expect all full-time employees to be available for opening, closing, and end-of-week shifts. Preferred * Related knowledge in home goods/furniture-related industry * Effective experience as a Customer Support Manager or Customer Support Director, consistently meeting or exceeding targets Physical Requirements * Seeing, color perception, hearing/listening, clear speech, hand and finger dexterity * Ability to sit or stand for extended periods * Complex reading and writing abilities, basic mathematical abilities, judgment/independent direction, analysis/appreciation * Lifting and carrying objects of more than 50 lbs About the Role As an Experienced Customer Experience Manager at arenaflex, you will have the opportunity to work in a fast-paced, innovative environment, driving customer experience initiatives that make a real impact on our customers' lives.
You will be part of a dynamic team that is passionate about delivering exceptional customer service and creating a seamless shopping experience. Benefits and Perks * Competitive salary range of $25-$35/hour * Comprehensive benefits package, including medical, dental, and vision insurance * 401(k) retirement plan with company match * Paid time off and holidays * Opportunities for professional growth and development * Collaborative and dynamic work environment * Recognition and rewards for outstanding performance If you are a motivated and results-driven individual with a passion for customer experience, we encourage you to apply for this exciting opportunity.
Please submit your resume and a cover letter outlining your experience and qualifications for the role. We look forward to hearing from you!