Customer Experience Manager

Job Summary of Customer Experience Manager

This position is responsible for leading store operations by guiding teams, driving sales performance, and strengthening customer engagement. The role focuses on developing talent, maintaining brand standards, and supporting company strategies through effective communication, operational execution, and leadership presence. Strong coaching abilities and a focus on team motivation are essential to achieve business results and support a high-performing environment.

Job Duties and Responsibilities of Customer Experience Manager

• Recruit and develop high-performing team members using available tools and resources to support hiring and retention needs.
• Support business growth by identifying future leaders and maintaining a strong internal and external talent pipeline.
• Build and maintain a diverse, motivated team through consistent development, support, and performance guidance.
• Communicate goals clearly and track progress against key business metrics.
• Provide coaching and mentorship to guide team members toward meeting operational and company expectations.
• Deliver timely performance feedback throughout the performance management cycle.
• Demonstrate exceptional customer service behaviors and uphold brand expectations on the sales floor.
• Motivate associates to create a positive customer experience and strengthen brand loyalty.
• Serve as a role model by maintaining high service and operational standards across the store.
• Represent the organization professionally and support a customer-centered environment.
• Create and manage staffing schedules to support business needs while maintaining payroll efficiency.
• Train team members and ensure adherence to company operating procedures.
• Lead planning and execution of floor sets in alignment with brand guidelines and encourage team collaboration.
• Enhance the customer shopping experience by modeling leadership behaviors through daily operations.
• Maintain merchandise presentation, signage, and display standards according to company guidelines.
• Protect company assets by following all loss prevention procedures.

Qualifications and Experience of Customer Experience Manager

• High school diploma or equivalent; bachelor’s degree preferred.
• Five or more years of specialty retail leadership experience with similar traffic and volume.

Skills and Behaviors

• Strong customer engagement, talent development, visual presentation, and operational skills.
• Strategic mindset with the ability to support and execute business plans.
• Proven success in selecting and coaching high-performing talent.
• Strong communication skills, including facilitation and presentation abilities.
• Ability to motivate and inspire team members toward achieving results.
• Ability to interpret and utilize moderately complex financial reporting.
• Broad understanding of retail operations and trends.
• Adaptability to evolving priorities and operational needs.
• Strong organizational, planning, and time management skills.
• Financial accountability and ability to support budget management.
• Proficiency in Microsoft Office and ability to learn internal systems.
• Availability for flexible scheduling, including evenings and weekends.
• Ability to navigate the sales floor and stockroom, climb ladders, and lift up to 50 lbs.

Benefits of Customer Experience Manager

• Health, dental, and vision insurance programs.
• Retirement savings plan with company match.
• Paid time off and merchandise discounts.
• Wellness reimbursement and adoption assistance.
• Backup care support for children, pets, and elders.
• Company-paid life and AD&D coverage.
• Short and long-term disability insurance.
• Additional voluntary insurance options.
• Employee assistance program.

Salary

• Competitive compensation based on experience and performance expectations.

About Company

The organization fosters an inclusive, collaborative environment focused on customer satisfaction, operational excellence, and teamwork. With a commitment to development and innovation, the company supports growth and creates opportunities for team members to excel.