Front End / Customer Experience Manager

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.