Experience Manager

Davita Inc.; Indianapolis (IN); On-site; USD 100,000 - 125,000; Full time

Job summary

A fast-growing grocery retail company in Indianapolis is seeking a Customer Experience Manager. This role involves overseeing the Front End Department, ensuring excellent customer service and operational efficiency. Candidates should possess strong leadership skills, a customer-centric approach, and a background in retail management. The position offers competitive hourly pay, benefits, and opportunities for career growth.

Benefits

Weekly pay

Scheduling flexibility

Paid parental leave

Team member discount

Career growth opportunities

Qualifications

• 2+ years of professional experience required.
• Preferred experience in grocery retail and Office Management.
• Accounting and cash handling experience preferred.

Responsibilities

• Manage all aspects of the Front End Department.
• Ensure positive customer experience and cleanliness of the store.
• Monitor sales and labor projections to maximize profits.

Skills

Customer Service

Leadership

Communication

Problem Solving

Multitasking

Education

High school diploma or equivalency degree

Tools

MS Office

Workday

Kronos UKG

Job description

If you're someone who has a genuine desire to help people live better and healthier lives, join us as we work to be a trusted resource in our communities, offering real people, real food at real affordable prices across the Midwest. If you are ready to immerse yourself in an environment, that helps shoppers naturally, intuitively, and enjoyably find real, honest, affordable goodness to meet them wherever they are on their wellness journey, we'd like to hear from you. Join us to begin YOUR journey and be a part of the Fresh Thyme Market Team!

Fresh Thyme Rewards

• Weekly pay

• Scheduling flexibility

• Paid parental leave

• Team member discount

• Career growth opportunities

Are you passionate about the retail grocery market and organic products? Are you a leader? Are you ready to join one of the fastest growing companies in the retail grocery market? If so, Fresh Thyme Farmers Market is the place for you! Our unique business model, fast paced and growing environment, promote from within culture, and excellent benefits make Fresh Thyme the best employer in the grocery market. Careers have been growing at Fresh Thyme since our inception in 2012 - yours should be no different!

The Customer Experience Manager is responsible for managing all aspects of the Front End Department including staffing, in-store and digital customer experience and key metrics. They are required to assist customers and team members as needed and maintain a friendly, energetic demeanor. This position requires adhering to all procedural guidelines set for the Front End Department and following general administrative compliance.

Essential Duties & Responsibilities

• Provides a positive checkout experience and measures results through reporting tools.

• Transforms customer service opportunities into positive solutions.

• Works with all departments to ensure and maintain a positive customer experience.

• Ensures cleanliness and appearance of customer-facing areas, parking lot and store exterior, ensuring the safety of team members, customers, and company assets.

• Reviews the weekly sales and labor projections for the Front End department in order to maximize sales and profits; ensures department operations are within the labor percent allowed.

• Monitors and controls all costs and expenses; includes store purchases (office supplies and uniforms), maintaining proper ordering and inventory control, controlling shrink.

• Manages the Front End Department including developing, scheduling, and initiating required performance reviews, and ensures team is trained on all policies and procedures.

• Manages E-commerce Compliance and ensures top quality items are picked and provided to the customers in a timely manner.

• Oversees shift operations including writing and/or approving department coverage, work schedules, and lane assignments.

• Ensures compliance by following food safety protocols when handling products.

• Communicates scanning/pricing errors following outlined processes.

• Submits the proper paperwork for new hires, terminations, and other changes and ensures employee records are appropriately documented in accordance with state law.

• Completes daily cash office duties and reports discrepancies or suspicious activities to the Store Director.

• Reconciles monthly vendor statements and maintains detailed vendor invoice files.

• Partners with Regional HR Manager for employee benefits, payroll, and leave of absence issues.

• Maintains store job requisitions and supports leaders through hiring/onboarding process as needed (documentation, background checks, etc.)

• Other duties as assigned.

Education and Experience

• High school diploma or equivalency degree.

• Must have a minimum of 2 years professional experience.

• Preferred 2-3 years grocery retail experience in Office Management department processes and procedures.

• Previous experience in a natural foods industry is a plus.

• Accounting and cash handling background preferred

Knowledge, Skills, and Abilities

• Must maintain the highest level of customer service at all times.

• Ability to adapt to the ever-changing high volume retail while working in a cross-functional team environment.

• Must have the capacity to take initiative when problems arise.

• Flexibility to adapt in a variety of situations.

• Must have advanced attention to detail with the capability to prioritize and meet deadlines.

• Excellent written communication and documentation skills.

• Excellent verbal communication and interpersonal skills for dealing cross functionally with peers and senior management.

• Must have knowledge with MS Office including Outlook, Word, and Excel.

• Preferred knowledge of Workday and Kronos UKG.

• Ability to multitask and have excellent organizational skills is essential.

• Must be able to lead, support and contribute to team goals.

• Ability to work varied hours/days as business dictates.

• Must be familiar with Health Department guidelines and regulations as they pertain to a grocery retail environment.

• Efficient planning and ability to execute for results.

• Demonstrates ability to improve staff performance through motivation, training and setting clear expectations.

• Must have the ability to read and understand financial statements.

• Ability to adapt to the ever-changing retail environment while working in a cross-functional team.

• Takes initiative when problems arise and use independent judgment to take immediate corrective actions.

Job Function Analysis

Physical Demands

• Sit Rarely 1-2 hours

• Stand Continuously 1-8 hours

• Walk Continuously 2-8 hours

• Drive Frequently 2-4 hours

• Balance Frequently 34-66%

• Bend Occasionally 1-33%

• Climb (2-6 ft) Occasionally 1-33%

• Crawl Occasionally 1-33%

• Crouch/Squat Occasionally 1-33%

• Kneel Occasionally 1-33%

• Reach (forward & overhead) Frequently 34-66%

• Twist (45 degrees at waist) Occasionally 1-33%

Lifting/Carrying

• 0-10 lbs. Occasionally 1-33%

• 11-25 lbs. Occasionally 1-33%

• 26-50 lbs. Occasionally 1-33%

• 51-100 lbs. Never 0%

Repetitive Motion

• Right & Left Grasping Frequently 34-66%

• Fine Manipulation Occasionally 1-33%

• Pushing and Pulling Occasionally 1-33%

• Lower extremities Never 0%

Environmental Conditions:

• Some extreme temperatures are possible. Some ventilation and exhaust fans.

At Fresh Thyme, our team members Thrive. We offer competitive compensation, incentive programs, and recognition programs that allows our most successful team members to be rewarded for their passion, dedication, and the results they consistently drive. Therefore, we are committed to offering competitive pay that reflects market standards and ensures consistency within our organization.

The pay range for this position is listed below. The actual rate offered will meet or surpass the legal wage requirement for the job's location.

$20.30 - $29.75

This pay range represents the minimum and maximum base pay for the position, which is determined by factors such as market data, the qualifications required, the level of responsibilities associated with the role and other roles at this same level. Specific pay rates will be within this range and based on your experience, qualifications, and skills compared to the internal team of this role.

Compensation for this position also includes incentive bonus opportunities that may vary based on individual and company performance. Specific details will be discussed during the hiring process.

Our team members Thrive because we are committed to the whole person. Not only do we offer a comprehensive benefits package for our full-time team members that includes medical, dental, and life insurance, but we also offer a variety of programs designed to support our part-time members as well. ALL Fresh Thyme team members enjoy paid parental leave, our 24/7 Employee Assistance Program, and our 401(k) plan with an employer match. We are dedicated to creating a work environment that promotes work-life balance, long-term health and financial security, and continuous professional development. Come Thrive with us!