Retail Customer Experience Leader (Service & Ops)

Stop & Shop; Newington (CT); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

Comprehensive benefits

Associate discounts

Career development opportunities

Job summary

Stop & Shop in Newington, CT is seeking a Customer Service Manager to lead Front End, Online Pick-up, and Cash Office operations. You will drive sales targets, ensure safety and sanitation standards, and recruit and develop a diverse and high-performing team.

You will monitor performance, optimize processes, manage budgets, and foster a customer-first culture while delivering exceptional service and community engagement.

Qualifications

• 1–3 years of supervisory or leadership experience in retail grocery.
• Bachelor's degree in Business Administration, Retail Management, or related field preferred.
• Strong communication and leadership abilities.

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 recruiting, 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 development plans for 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 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 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 operation 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

Leadership

Customer service

Communication

Multitasking

Education

Bachelor's degree or equivalent

Job description

Stop & Shop in Newington, CT is seeking a Customer Service Manager to lead Front End, Online Pick-up, and Cash Office operations. You will drive sales targets, ensure safety and sanitation standards, and recruit and develop a diverse and high-performing team.

You will monitor performance, optimize processes, manage budgets, and foster a customer-first culture while delivering exceptional service and community engagement.