Customer Experience Manager - Store Management Executive


New York, NY

What you'll be doing

The customer experience manager (CEM) reports to the manager of customer loyalty (MCL) and is a partner to the selling manager (SM) in directing all daily activities on the selling floor including driving sales and leading service, selling and clienteling initiatives. The CEM, in partnership with the SM and MCL, will lead and coach sales professionals in the moment to deliver spirited and engaging service. Impress the customer. Serves as the role model and coach of spirited and engaging service, ensures associates are connecting promptly and genuinely with every customer. Actively advocates for the customer. Solicits feedback, listens and responds to the customers needs and seeks opportunities to improve the service experience. Embraces the opportunity to assist and empower associates in resolving customer issues. Cultivate a service centric team. Sets high customer service standards and motivates associates to meet these standards. Trains, monitors, and re-enforces key associate service behaviors defined as greet, assist, handing out of business cards, and talking about the benefits of the loyalist program. Creates a positive work environment, recognizes and celebrates positive performance. Liaises with MCL and SM and communicates any customer experience and floor coverage issues, collaborates to find solutions and avoid future issues. Works on the selling floor (95% of time) training and developing a team of sales professionals to achieve their sales, service, clienteling and loyalist goals. Inserts him/herself into selling interactions to elevate the experience and maximize the sale, takes advantage of teachable moments to improve sales professional performance, redirects/coaches behaviors. Ensures all events and promotions are thoroughly understood by the team of associates.

What your background should be

Ideally, a minimum of 1-2 years of related retail supervisory experience. Ability to empower and develop a team. Strong leadership, interpersonal and communication skills .Critical understanding and appreciation of quality customer service. Successful track record of exceeding aggressive sales goals. Highly organized and ability to adapt quickly to changing priorities

Required Schooling / Training

A four year degree.

Who is the client company

The company is an American upscale chain of department stores
If you are interested in this position, send your resume to