Store Experience Manager
Há 2 dias
Job Overview
Customer Experience Leader (ELR)This role is responsible for delivering exceptional customer experiences and upholding our company's vision, mission, values, and strategy.
Main Responsibilities:- People Leadership
- Recruit, interview, hire, coach, and terminate associates to ensure a high-performing team.
- Foster associate experience and development through regular reviews, recognition, team events, labor management, training, onboarding, mentoring, succession planning, and coaching for growth.
- Address and administer associate complaints and grievances in a fair and timely manner.
- Prioritize, delegate, and validate daily tasks for associates to meet business needs.
- Lead and coach associates on proper processes to ensure pets in our care are safe and healthy.
- Coordinate staffing coverage for experience activities in pivotal areas of the store.
- Effectively communicate company information and priorities to associates to ensure alignment and deliver on expectations.
- Delegate and validate completion of daily tasks, including engagement videos.
- Recognize and celebrate associates driving overall associate engagement.
- Overall Store Experience
- Lead the associate and pet parent experience at all levels and ensure pets in our care are safe and healthy.
- Responsible for the pet parent experience and outcomes conducted over the telephone, in person or online, and responding to general and escalated pet parent's concerns.
- Assist with reservations in hotels, salons, and training.
- Oversee all PetSmart services (salon, training, hotel and day camp), live pet sales and adoptions.
- Evaluate operations and seek opportunities to continuously improve experiences and services.
- Oversee store events and marketing (adoptions, hotel, salon, etc.).
- Maintain store standards and lead a culture of empowerment by ensuring compliance with our policies and procedures.
- Conduct monthly Services Walks to validate proper execution of policies and procedures.
- Take immediate action when a sick/injured pet is identified in the store; transport to the vet as needed.
- Shared responsibility with store opening and closing procedures to ensure we uphold our brand promise.
- Business Management
- Drive and identify opportunities to grow the business and hold associates accountable in achieving store P&L expectations such as sales and shrink targets.
- Manage expenses such as labor and supplies and any other relevant store metrics.
- Leverage home office partners and resources to submit and follow up on store related work orders and purchase card allocation.
- Work directly with the services associates on productivity and scheduling to grow the business and achieve company goals.
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