What are the responsibilities and job description for the Customer Experience Manager position at Watson's Greenhouse & Nursery?
CUSTOMER EXPERIENCE MANAGER
Watson's Greenhouse is seeking a retail manager for its beautiful Puyallup garden center location. We are seeking an experienced Customer Experience Manager to join our team. The ideal candidate will be responsible for overseeing and managing the customer experience across various departments and services offered to customers. The successful candidate will also be accountable for ensuring that sales goals and customer service metrics are met and exceeded. Love and knowledge of plants is a huge plus!
Key Responsibilities:
- Implement and manage customer service policies and procedures across departments and services.
- Maintain customer service metrics to measure the effectiveness of the customer experience and identify areas for improvement. Including forecasted sales goals, basket size, and average transaction.
- Monitor and evaluate customer feedback to ensure high levels of customer satisfaction and identify opportunities for improvement.
- Develop and implement training programs for employees to improve their customer service skills and knowledge of products and services.
- Build and develop a customer focused, goal-oriented sales team.
- Plan and execute workshops and seminars for customers to increase product knowledge and brand awareness.
- Work collaboratively with cross-functional teams to ensure seamless customer experiences across all touchpoints.
- Work with the Purchasing department to help facilitate buyers’ programs.
- Manage and mentor the Cashier Lead to ensure they are meeting performance targets and providing excellent customer service.
- Continuously assess the effectiveness of sales and customer service initiatives and recommend improvements to senior management.
- Manage a team of 15 .
- Store hours are 7 days a week, 9am - 5pm (open until 6 in peak season times)
Qualifications:
- At least 5 years of experience in a customer service management role, preferably in a retail, hospitality or greenhouse environment.
- Proven track record of achieving sales targets and improving customer satisfaction.
- Strong mentoring, staff development skills and training capabilities.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Ability to analyze data, identify trends, and make data-driven decisions.
- Ability to work in a fast-paced environment and manage multiple priorities.
- Experience with EOS / Traction a plus!
Come grow with us, we are doing a lot of interesting things here. We look forward to hearing from you!
Job Type: Full-time
Pay: $25.00 - $30.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Vision insurance
Shift:
- 8 hour shift
Work Location: In person
Salary : $25 - $30
