Retail Service Leader: Front End & Online Pickup

Stop & Shop; Fairfield (CT); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Culture of diversity and inclusion

Comprehensive benefits

Professional development opportunities

Associate discounts

Job summary

Stop & Shop is seeking a capable Customer Service Manager to lead front-end, online pickup, and cash office operations in a busy retail setting. You will drive sales, ensure safety, and recruit and train a high-performing team while maintaining strong community engagement.

The role emphasizes diversity, inclusive leadership, and continuous improvement in service delivery, with a focus on achieving profitability and exceptional customer experiences across departments.

Qualifications

• 1–3 years of supervisory or leadership experience, preferably in retail grocery.
• Bachelor's degree in Business Administration, Retail Management, or related field (preferred) or equivalent years of work experience.
• Strong communication, motivation, and results-driven mindset.
• Ability to influence across functions.
• Excellent multitasking and time management.

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 recruitment, hiring and employee orientation, while maintaining a high level of talent within the department
• Direct, oversee, and evaluate the training of all Customer Service department team members
• Monitor and evaluate associate performance, implementing action 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 all team members are trained 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 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 and preferences
• 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 experience

Customer service

Communication skills

Team management

Multitasking

Flexibility

Education

Bachelor's degree in Business Administration

Job description

Stop & Shop is seeking a capable Customer Service Manager to lead front-end, online pickup, and cash office operations in a busy retail setting. You will drive sales, ensure safety, and recruit and train a high-performing team while maintaining strong community engagement.

The role emphasizes diversity, inclusive leadership, and continuous improvement in service delivery, with a focus on achieving profitability and exceptional customer experiences across departments.