12 South - E+ROSE : c1ee199d-d157-4fb8-b227-c243f0987645 - Customer Experience Manager

The Customer Experience Manager (CX Manager) at E+ROSE Wellness Company is responsible for supporting the Store/General Manager in the comprehensive daily operations of the store. This role is crucial for ensuring that our guests experience the best possible experience all company policies and standards are met on shift, and store operations meet expectations while on shift. The CX Manager also acts as a key figure in staff development, upholding a positive and efficient work culture, and ensuring exceptional product quality and customer satisfaction. This position demands strong customer service skills, multi-tasking abilities, and a dedicated commitment to the E+ROSE mission.

Key Responsibilities:

Support & Operations Management

• Ownership Mentality: Treat the store like it’s your own. Care about the little details, keep the standards high all around, & make smart choices that help the team and store succeed.
• Mission Alignment: Show up every day living out E+ROSE’s values. Be kind & make choices that reflect who we are & where we’re going as a company.
• In addition to the above:
  • Assist the Store/General Manager with operational oversight.
    • Ensure rigorous adherence to all company policies and standards, and health/safety protocols.
    • Contribute significantly to the overall financial success of the store through effective shift management and strategic input.

Staff Development and Training 

• Onboarding & Training: Assist with the 10-Block training and assimilation of all new staff members, ensuring a foundational understanding of product knowledge, service standards, and operational procedures.
• Culture Building: Actively foster a positive, supportive, and efficient work environment, serving as a role model for professionalism and E+ROSE's brand values.

Shift and Customer Experience Management 

• Shift Supervision: Ensure shifts follow a smooth workflow, effective task delegation, and adherence to standard operating procedures.
• Customer Satisfaction: Proactively monitor and manage the customer experience to ensure all patrons receive prompt, friendly, and knowledgeable service.
• Issue Resolution: Efficiently and professionally handle all in-store customer complaints and issues, turning challenging situations into positive brand interactions.
• Sales Floor Presence: Maintain a strong presence on the sales floor to motivate the team, engage with customers, and ensure the store environment is consistently clean, stocked, and inviting.

Inventory and Product Oversight

• Inventory Management: Support the Store/General Manager with inventory management by understanding PAR levels and ensuring items are in stock at all times.
• Waste Control: Actively manage stock to prevent shortages and avoid "out of date" issues.
• Closing Procedures: Oversee and ensure the accuracy of counts during closing inventory.

Qualifications

• Experience: Previous experience in a retail or hospitality environment
• Skills: Demonstrated strong organizational and time management skills.
• Communication: Excellent communication and interpersonal skills, with a proven ability to lead and motivate a diverse team. Being comfortable having uncomfortable conversations with staff members when needed!
• Pace: Ability to work effectively in a fast-paced environment.
• Accountability: Ability to both be accountable and hold team members accountable to store tasks.