Customer Experience Manager
12 days ago
Clawson
Job Description Key Responsibilities Operations & Customer Experience • Oversee all day-to-day non-kitchen operations including grocery retail, cashier team, customer service, and front-of-house presentation, • ORDER FULLFILLMENT, • Ensure exceptional customer experience through consistent service standards, cleanliness, organization, and hospitality, • Actively monitor customer flow, service speed, and overall guest satisfaction, • Resolve customer concerns professionally and promptly, escalating when necessary Team Leadership & People Management • Lead performance management including coaching, feedback, corrective action, and terminations when necessary, • Build and maintain a positive, respectful, and accountable workplace culture, • Ensure appropriate staffing levels to meet operational demands and sales volume Training & Development • Implement and maintain training programs for customer service, cashier operations, grocery standards, safety, and brand expectations, • Ensure all team members are properly trained on SOPs, POS systems, policies, and service standards, • Identify training gaps and coordinate retraining or development plans as needed Quality Assurance & Brand Standards • Maintain food hall appearance, merchandising standards, signage, and customer-facing areas in alignment with brand guidelines, • Conduct regular quality checks to ensure product presentation, pricing accuracy, labeling, and cleanliness standards are met, • Support brand promotion efforts including in-store promotions, events, and customer engagement initiatives Compliance, Safety & Inspections • Serve as primary contact for health department inspections, regulatory agencies, and compliance visits related to non-kitchen operations, • Ensure compliance with local, state, and federal regulations, company policies, and safety standards, • Maintain documentation related to inspections, corrective actions, and compliance follow-ups Administrative & Reporting • Monitor operational metrics such as sales trends, labor costs, customer feedback, and service performance, • Communicate operational updates, challenges, and improvement opportunities to senior leadership Qualifications • 3–5+ years of management experience in food service, grocery retail, food halls, or hospitality, • Proven experience leading teams, managing schedules, and overseeing daily operations, • Strong customer service orientation with the ability to handle high-volume environments, • Working knowledge of labor laws, safety standards, and regulatory compliance, • Experience interacting with health departments or regulatory agencies preferred Skills & Competencies • Strong leadership, communication, and conflict-resolution skills, • Excellent organizational and time-management abilities, • Detail-oriented with a focus on consistency and quality, • Ability to multitask, prioritize, and make sound decisions in fast-paced settings, • Comfortable coaching, disciplining, and developing team members Work Environment & Schedule • Full-time, salaried position, • Schedule includes evenings, weekends, and holidays as required by business operations, • Requires extended periods of standing, walking, and active floor supervision Other Duties Perform other duties as assigned to support the overall success of the food hall and organization