Retail Customer Experience Leader

Stop & Shop

Berlin (CT)

On-site

USD 65,000 - 97,000

Full time

7 days ago

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Benefits offered by this job

Comprehensive benefits

Associate discounts

Professional development opportunities

Job summary

Stop & Shop in CT is seeking a Customer Service Manager to lead daily operations of Front End, Online Pick-up and Cash Office, while driving sales and customer satisfaction. You will recruit, hire, and orient staff, oversee performance, and foster a diverse, inclusive team committed to operational excellence.

This role requires 1-3 years of supervisory retail experience, a bachelor's degree (preferred), and strong communication.

Qualifications

1-3 years of supervisory or leadership experience, preferably in retail grocery with knowledge of Customer Service departments including Front End, Online Pick-up and Cash Office
Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience
Highly motivated, results-oriented, and a 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

Overssee 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