Front End / Customer Experience Manager

Clark's Market; United States; On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Paid time off

401k with employer match

Life insurance

Supplemental insurance plans

Employee assistance program

Employee discount

Ski/bus pass discount

Job summary

Clark's Market in the United States is seeking a Front End/Customer Experience Manager to oversee store front-end operations and staff, ensuring a smooth and welcoming customer experience. You will lead cashiers, baggers, and customer service teams, address customer concerns, and drive daily financial reconciliation.

The role requires 3+ years of retail management experience, strong leadership, and excellent communication skills.

Qualifications

• 3+ years retail management experience
• Experience grocery or front-end setting preferred
• Proven ability to manage a team, solve problems, and deliver excellent customer service
• Strong communication, leadership, and organizational skills
• Experience with POS systems and basic financial reconciliation
• High school diploma required; bachelor’s degree preferred

Responsibilities

• Lead and develop a team focused on delivering exceptional customer service.
• Oversee cash handling procedures and daily financial reconciliation.
• Monitor checkout efficiency to minimize wait times and maintain customer flow.
• Manage point-of-sale (POS) systems and troubleshoot issues.
• Train, mentor, and schedule front-end staff for peak hours.
• Generate reports on front-end performance and productivity.
• Maintain compliance with company policies and safety.

Skills

Customer service

Leadership

Multitasking

Cash handling

POS systems

Financial reconciliation

Communication

Problem-solving

Education

High school diploma or equivalent

Bachelor’s degree preferred

Job description

This is a full-time position offering competitive wages and a comprehensive benefits package. Benefits include health, dental and vision insurances, generous paid time off, 401k plan with employer matching, company paid life insurance, supplemental insurance plans (STD, LTD, etc.), employee assistance program, employee discount, ski/bus pass discount program, and more! Benefits vary by employment classification and are subject to enrollment eligibility.

The Front End/Customer Experience Manager plays a key role in ensuring a smooth and enjoyable customer experience in the store. This position is responsible for managing all front-end operations, including cashiers, baggers, and customer service staff, while fostering a welcoming, efficient, and customer-friendly environment. The Manager will also address customer concerns, ensure proper staffing, oversee cashier performance, and manage daily financial reconciliation.

Key Responsibilities

Customer Service Management

• Lead and develop a team focused on delivering exceptional customer service.
• Handle customer inquiries, complaints, and feedback professionally and efficiently, resolving any issues that arise.
• Create and maintain a customer-first culture across the front-end team.

Front-End Operations Management

• Supervise all front-end operations, including registers, bagging, and customer service desk.
• Ensure cash handling procedures are followed, and daily financials are reconciled accurately.
• Monitor checkout efficiency to minimize wait times and maintain customer flow.
• Manage point-of-sale (POS) systems and troubleshoot any issues as they arise.

Team Leadership & Development

• Train, mentor, and schedule front-end staff, ensuring adequate coverage during peak hours.
• Monitor employee performance, provide constructive feedback, and conduct performance evaluations.
• Lead by example, ensuring high standards of professionalism and customer engagement.

Inventory and Supplies Management

• Ensure the front-end is stocked with necessary supplies (bags, register tape, etc.).
• Monitor impulse purchase sections (candy, magazines, etc.) for stock and presentation.

Policy Compliance & Safety

• Enforce company policies and procedures related to cash handling, customer interaction, and safety.
• Ensure compliance with all local, state, and federal laws, including food safety regulations and labor laws.
• Oversee the proper training and safety of all front-end employees.

Conflict Resolution

• Act as the first point of contact for escalated customer service issues.
• Resolve conflicts between staff or between customers and staff in a fair and timely manner.

Reporting and Communication

• Generate reports on front-end performance, customer service metrics, and employee productivity.
• Maintain open communication with store management and other department heads to ensure cohesive operations.

Qualifications

• High school diploma or equivalent (Bachelors degree in a related field preferred).
• 3+ years of experience in retail management, preferably in a grocery or front-end setting.
• Proven ability to manage a team, solve problems, and deliver excellent customer service.
• Strong communication, leadership, and organizational skills.
• Experience with POS systems and basic financial reconciliation.

Skills and Competencies

• Exceptional customer service skills and a customer-first mindset.
• Ability to multitask and prioritize in a fast-paced environment.
• Proficiency in cash handling and basic financial procedures.
• Strong problem-solving skills and ability to make quick decisions.
• Ability to train, motivate, and lead a team.

Working Conditions

• Ability to work flexible hours, including evenings, weekends, and holidays.
• Regularly required to stand, walk, and move about for extended periods.
• Must be able to lift up to 30 pounds.