Search Jobs

Customer Experience Manager in SaugusMassachusetts.

Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company.

 TIME, TALENT & TEAMWORK

The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

OPPORTUNITIES TO ADVANCE

To continue our amazing growth, Floor & Decor is actively seeking gifted people with a solid work ethic and a real passion for helping others. Are you ready to make a difference at a truly groundbreaking company?

Shop

APPLY TODAY

Email me about jobs like this

Not ?

Thank you, please complete your application on the following page.

Customer Experience Manager

Saugus | Massachusetts | United States | 01906

It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.

We are committed to our associates and customers.  This makes our business successful.

If you love working with a great group of people and desire the opportunity to grow, this is the place for you.

Job Description:

Purpose

The Customer Experience Manager is responsible for driving an exceptional shopping experience for every customer through established company guidelines relating to sales, customer service, and associate education.  This position also ensures the store is a safe workplace and provides a safe shopping experience, while maximizing company profitability by managing store operations.

Minimum Eligibility Requirements

  • High school graduate or equivalent, College degree preferred
  • 3-5 years retail management experience and proven ability direct operations
  • Ability to perform in a high volume, highly complex location
  • Ability to demonstrate initiative and be a self-starter
  • Demonstrated proficiency in recruiting, hiring, and training associates
  • Excellent communication, interpersonal and analytical skills
  • Ability to exercise independent discretion
  • Judgment in managing a fast-paced environment adapting to change with a sense of urgency
  • Must possess excellent customer service skills and work well under pressure

Essential Functions

Customer Experience

  • Deliver exceptional customer service to every customer picking up and checking out
  • Ability to improve customer service experience and create engaged customers
  • Responsible for assisting with customer concerns and helping meet resolution
  • Assist the Chief Executive Merchant (CEM) in supporting, modeling, and enhancing seamless customer service focus by creating an environment that is friendly, helpful, knowledgeable and quick for customers and co-workers
  • Supervise the cashing handling practices and ensure necessary communications to the corporate finance department
  • Ensure maximum scheduling coverage for Customer Experience team especially during peak traffic periods
  • Handle claims and other King Customer Manager (KCM)/Manager on Duty (MOD) duties as needed
  • Stay current on industry developments and apply best practices to areas of improvement

Operations

  • Demonstrated ability to read and review a profit and loss statement to identify areas of improvement
  • Demonstrated ability to utilize computer and point of sale systems to maintain accurate inventory and manage the cycle count process
  • Maintain inventory integrity by supervising the cycle count and inventory counting processes
  • Direct/supervise truck appointments, communicate scheduling and manage scheduling issues (logistics)
  • Assist with customer pick-ups, auditing storage and maintaining pre-sales/FDX
  • Involved in sales reset in accordance with warehouse team (pack-out/overnight)
  • Coordinate facility management to guarantee the safety and security of customers and employees
  • Assist the CEM with budgeting controllable expenses and driving profitability
  • Ensure brand standards and operating standards meet or exceed expectations to support brand consistency
  • Ensure store presentation standards are achieved and maintained

Administrative

  • Record-keeping and reporting of inventory, HR related matters and cash office records
  • Ensure web orders are shipped out including samples (e-commerce)
  • Manage checkbook for P&L and assist the CEM with operational budget/spending and adherence
  • Assist the Sales Managers with resets, displays and display credits (merchandising)
  • Administer W/C matters and associated claims and maintains OSHA logs in coordination with the Store Support Center

Supervisory

  • Train, develop, supervise and define workload for Customer Experience team
  • Conducts new hire orientation for incoming store associates
  • Ensure store adheres to COP/SOPs
  • Monitor associate retention and career development; communicate ideas to CEM
  • Address and document unsatisfactory performance and policy violations of associates through administration of disciplinary action and performance counseling
  • Ensure compliance to scheduling, hiring, payroll and business planning processes
  • Monitor, maintain and follow company policies; support company expectations and systems
  • Available to open and/or close the store in an effective manner
  • Perform additional managerial duties as necessary

Working Conditions (travel, hours, environment)

  • Occasional travel may be required including air and car travel

  • While performing the duties of this job, the employee is frequently exposed to a warehouse environment and moving vehicles.  The noise level in the work environment is typically quiet to moderate

Physical/Sensory Requirements

Physical Work – Ability exert 30 – 60 pounds of force occasionally, and or 20-30 pounds of force frequently, and/or greater than negligible up to 20 pounds of force constantly to lift, carry push, pull, or otherwise move objects.  The employee is often required to use their hands and fingers, to handle or feel. The employee is frequently required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl.

PEOPLE ALSO VIEWED

Merchandise Operations Manager

Saugus Massachusetts United States Saugus, Massachusetts, United States, 01906 Store Operations Store Operations
It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.We are committed to our associates and customers.  This makes our business successful.If you love working with a great group of people and desire the ...

Command Center Associate

Saugus Massachusetts United States Saugus, Massachusetts, United States, 01906 Store Operations Store Operations
It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.We are committed to our associates and customers.  This makes our business successful.If you love working with a great group of people and desire the ...

Customer Service Supervisor

Mission Viejo California United States Mission Viejo, California, United States, 92692 Customer Service Customer Service
It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.We are committed to our associates and customers.  This makes our business successful.If you love working with a great group of people and desire the ...

Chief Executive Merchant

Jacksonville Florida United States Westside, Jacksonville, Florida, United States, 32244 Store Operations Leadership Store Operations Leadership
It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.We are committed to our associates and customers.  This makes our business successful.If you love working with a great group of people and desire the ...

Pro Services Manager

Hollywood Florida United States Hollywood, Florida, United States, 33027 Store Sales Store Sales
It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.We are committed to our associates and customers.  This makes our business successful.If you love working with a great group of people and desire the ...

Pro Premier Manager

Saugus Massachusetts United States Saugus, Massachusetts, United States, 01906 Store Sales Store Sales
It’s great being part of a culture where entrepreneurship and team spirit are not just buzzwords.We are committed to our associates and customers.  This makes our business successful.If you love working with a great group of people and desire the ...

JOB ALERTS

Not ?

Thank you

APPLY TODAY

Email me about jobs like this

Not ?

Thank you, please complete your application on the following page.

People, Person

WHY WORK FOR US?


Floor & Decor is like no other flooring company. Founded in 2000 in Atlanta, we have quickly become one of the country’s leading flooring retailers, with dozens of stores nationwide – and more to come. A strong entrepreneurial spirit flows through our young company. The remarkable success we have enjoyed could not have happened without the time, talent, and teamwork of our extremely dedicated associates. Working with equal amounts of passion and grit, we’ve become the “category killer of flooring” by revolutionizing the way people buy flooring. Our customers enjoy the largest in-stock selection of tile, wood, stone, and flooring accessories at prices no one can beat.

Learn More About Floor and Decor   See All Jobs