Guest Experience Lead

Job Title: Guest Experience Lead

Primary Supervisor: Corporate Guest Experience Manager

Status: Non-Exempt

Job Summary:

The Guest Experience Lead is responsible for ensuring that every customer enjoys an exceptional shopping experience at Broulims. This role involves leading initiatives to enhance customer satisfaction, overseeing guest services, and training staff in best practices. The Guest Experience Lead will collaborate closely with store management to implement strategies that elevate the overall customer experience and foster a welcoming and engaging environment for all shoppers.

Essential Duties and Responsibilities:

• Provide support with Front End Training, including training for Front End Managers, across all store locations.
• Contribute to the Guest Experience Influence Training initiatives to enhance customer service.
• Develop training materials including digital coupon sheets.
• Assist in the setup and launch of Front End and bookkeeping operations for any newly acquired stores or Ace Hardware locations.
• Step in and fill roles within the front-end department as needed to maintain smooth operations.
• Assist in organizing and conducting Front End annual meetings with checkers and courtesy clerks, as well as overseeing weekly frontend meetings.
• Oversee the weekly survey completion process by Front End Managers to ensure consistent feedback and improvements.
• Serve as a help desk resource for Front Ends, addressing issues and providing solutions as needed.
• Perform other reasonable duties as assigned to support the overall success of the front-end operations.
• Comprise weekly training and focus points for front end managers and departments.

Knowledge:

• In-depth knowledge of customer service principles and practices.
• Understanding of retail operations, including store layout, merchandising, and promotions.
• Familiarity with customer feedback and survey tools.
• Awareness of current trends in the retail industry and customer experience strategies.

Skills:

• Training and coaching skills, with the ability to develop and deliver effective customer service training programs.
• Strong leadership and team management skills, with the ability to inspire and motivate others.
• Excellent communication and interpersonal skills, capable of interacting effectively with customers, staff, and management.
• Problem-solving skills, with the ability to quickly and effectively resolve customer issues.
• Proficient in data analysis and reporting, with the ability to interpret customer feedback and performance metrics.

Abilities:

• Ability to create a welcoming and engaging store environment that fosters customer loyalty.
• Ability to work collaboratively with various departments to enhance the overall customer experience.
• Ability to adapt to changing customer needs and industry trends, implementing innovative solutions to improve service.
• Ability to remain calm and professional under pressure, particularly when dealing with customer complaints.
• Ability to manage multiple tasks and priorities in a fast-paced retail environment.

Minimum Qualifications:

• High school diploma or equivalent
• Experience in a customer service or guest experience role, preferably in a retail environment.
• Proven track record of delivering exceptional customer service and improving customer satisfaction.
• Experience in leading and training teams, with a focus on customer service excellence.
• Proficiency in Microsoft Office applications (Excel, Word, PowerPoint) and familiarity with customer feedback tools.
• Availability to work flexible hours, including evenings, weekends, and holidays, as required by store operations.