Customer Experience & Service Manager

Stop & Shop; Griswoldville (CT); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Comprehensive benefits

Associate discounts

Professional development opportunities

Job summary

Stop & Shop is seeking a Customer Service Manager to lead the daily operations of Front End, Online Pick-up, and Cash Office, ensuring sales targets and a safe store. You will recruit, onboard, and mentor staff while promoting diversity and professional growth across the department.

You will also manage labor relations, customer service excellence, and operational efficiency, collaborating with teams to deliver best-in-class service and a well-stocked store.

Qualifications

• 1-3 years of supervisory or leadership experience in retail grocery
• Bachelor's degree preferred or equivalent years of work experience
• Motivated, results-oriented, self-starter with a proven track record of success
• Strong ability to influence and communicate effectively across different functions
• Excellent multitasking skills, with the ability to prioritize and manage multiple responsibilities simultaneously
• Demonstrated leadership and management skills, inspiring and guiding teams to achieve goals
• Exceptional written and verbal communication skills, with the ability to effectively interact with customers, team members, and stakeholders
• High level of customer service skills, with a genuine passion for exceeding customer expectations
• Creative and strategic thinking abilities to drive innovation and continuous improvement
• Effective organizational and time management skills to ensure efficient operations
• Ability to work flexible hours, including weekends and holidays

Responsibilities

• Oversee the daily Operations of the Customer Service departments including Front End, Online Pick-up and Cash Office
• Ensure departments meet or exceed sales and profit targets
• Maintain high standards of sanitation and safety, ensuring compliance with all regulations
• Accountable for leading the recruitment, hiring and new hire orientation, while maintaining a high level of talent within the department
• Direct, oversee, and evaluate the training completion of all Customer Service department team members
• Monitor and evaluate associate performance and ensure associates have development plans to support professional growth
• Foster a culture of diversity and inclusion within the team
• Engage and retain associates by fostering a positive work environment
• Manage labor relations to ensure compliance with company policies and labor laws
• Address and resolve employee issues and grievances in a timely and effective manner
• Cultivate a culture of excellence in customer service, providing best-in-class service
• Ensure customers experience a well-stocked store with the freshest product offerings
• Support team members in their training to consistently deliver exceptional customer service
• Monitor and analyze key performance metrics related to customer service and sales
• Identify opportunities for process optimization and implement solutions to enhance operational performance
• Manage departmental budgets, expenses, and financial targets to achieve profitability goals
• Ensure all departments comply with company policies and regulatory requirements
• Conduct regular safety audits and training sessions
• Maintain a clean and safe working environment for all associates
• Actively engage with the local community to understand their needs
• Develop and maintain positive relationships with community organizations, schools, and other stakeholders
• Coordinate and participate in community events, outreach programs, and charitable initiatives to support our mission of making a positive impact

Skills

Supervisory experience

Leadership

Communication skills

Customer service

Multitasking

Cross-functional influence

Education

Bachelor's degree in Business Administration or related field

Job description

Stop & Shop is seeking a Customer Service Manager to lead the daily operations of Front End, Online Pick-up, and Cash Office, ensuring sales targets and a safe store. You will recruit, onboard, and mentor staff while promoting diversity and professional growth across the department.

You will also manage labor relations, customer service excellence, and operational efficiency, collaborating with teams to deliver best-in-class service and a well-stocked store.