What are the responsibilities and job description for the Customer Experience Manager position at NewsLink Group?
Disclaimer: This position is directly managed by our internal team and we are not working with external recruiting agencies. Submissions from external agencies will not be considered.
About Us
Our management and operating team has over 65 years of continuous experience in the airport concessions industry dating back to 1959, including a wide range of airport concessions from travel convenience and gift stores to specialty retail and bookstore concepts. No matter the concept, our driving principle is to be the absolute best at what we do. Each and every one of our principals and executives spends the time necessary to provide expert, top-level attention to each of our store operations and we believe this makes a difference. Operating in 5 U.S. Airports, NewsLink has a dedicated team of more than 50 employees working in our travel conveniences, retail stores, restaurants, cafes, warehouse and distribution center, and corporate offices.
Position Summary
We are seeking a dynamic and detail-oriented individual to join our team as a Customer Experience Manager. In this role, you will be responsible for conducting thorough audits of our retail, corporate, and restaurant locations situated in airports, with a primary focus on evaluating and enhancing the overall customer experience journey. This position requires frequent travel (up to 75%) across various airport locations, with a base in Miami.
Essential Duties and Responsibilities:
- Conduct audits of current processes and flows within the customer experience journey at airport retail, corporate, and restaurant locations.
- Perform visual observations of foot traffic to the store, assessing conversion rates of traffic into paying customers.
- Review existing messaging, pricing displays, store layouts, and cleanliness to ensure alignment with company standards.
- Observe store associates and evaluate the quality of customer service delivery.
- Collaborate with managers and staff to facilitate constructive feedback sessions and devise strategies for improvement.
- Monitor performance and track progress on implemented improvements, ensuring follow-up as necessary.
- Act as or oversee a mystery shopper and provide detailed feedback reports.
- Analyze mystery shopper reports and conduct in-depth assessments to identify areas of improvement.
- Prepare comprehensive written reports detailing audit findings, analysis, and recommendations for enhancement.
- Deliver presentations to the leadership team, effectively communicating audit results and proposed strategies for improvement.
- Collaborate with cross-functional teams to implement recommended changes and monitor their effectiveness.
- Demonstrate exceptional attention to detail and a customer-centric approach in all audit activities.
- Undertake various ad-hoc tasks as assigned.
Qualifications/Requirements:
- Bachelor's degree from an accredited institution.
- 3-7 years of experience in retail operations, customer experience analysis/auditing, or a similar role.
- Experience in conducting audits and evaluating processes within a retail environment, preferably within airport settings.
- Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Word.
- Excellent communication and presentation skills, with the ability to articulate complex findings to senior leadership.
- Strong analytical skills and the ability to interpret data to drive actionable insights.
- Detail-oriented mindset with a keen eye for identifying areas of improvement.
- Flexibility to travel extensively and work independently in various airport locations.
- Prior experience as a mystery shopper is highly desirable.
- Ability to thrive in a fast-paced, dynamic environment and adapt to changing priorities.
- Full professional fluency in English and Spanish is required.