District Customer Service Mgr

• To teach and train store teams to effectively implement and maintain operational excellence, maximizing customer service, sales, and profits.

• To teach and train Front End Managers and Personnel Coordinator Bookkeepers to implement and follow through on company policies, procedures, and applications in the front end and cash office. To achieve budget goals for labor, cash variation, check expense, and supplies.

• Supports and assists Region Front-End Director.

• Cash control for all stores within assigned districts.

• Teaches and trains Front End and Cash office teams to effectively implement Customer Service with store associates to include:

  • Instills a high degree of customer awareness and service with the customer in mind.

  • Teach and train store Front End Managers with Customer Service performance measurement tools such as Net Promoter Score (NPS) and Customer Call Center feedback (Close the Loop) to improve store service performance.

  • Implementation of special service operational events.

• Teaches and trains store Front End Manager and PCB teams to implement and comply with all company policies, procedures, and applications through:

  • Providing timely feedback and escalation problems or issues preventing execution of cash management, check acceptance, accounts receivable as well as accurate payroll reporting.

  • Effective implementation of all Point of Sale, Self-Check Out, and Payment System operations.

  •  Review and coach labor efficiencies with store teams providing timely feedback, escalation and resolution of issues pertaining to the execution of compliance with all regulations of local, state and federal laws; controlled substance and restricted sales of liquor, tobacco, WIC, Weights and Measures. Ensures all required licensing is up to date in all stores (i.e. WIC, Lottery, Business, etc.).

• Supports store department team members in inventory controls (i.e. bags), disbursement of uniforms and overall control of miscellaneous item programs, Money Orders, Western Union, Lottery, Lotto, and other miscellaneous income items.

• Supports Store Directors and Store Department Heads in:

  • Customer Service.

  • Presentation and cleanliness.

  • Sales, Labor, and Service Reporting.

  • Training and monitoring loss.

  • Minimization of shrink.

  • Safety and Sanitization procedures.

• Plans for the transition of major Front-End programs to minimize the loss of sales dollars and customer inconvenience.

• Ensures that basic and proper expense management techniques are followed.

• Demonstrates actions and results biased towards achieving the company’s vision, values, and strategic initiatives. Assists in identifying associates with promotion potential. Fosters an empowered learning and high-performance environment.

• Perform all other job duties as required.

Qualifications: The following are preferred:

• Bachelor’s degree in business, or related field, or equivalent work experience.

• Graduate of the Retail Management Certificate Program preferred.

• 5 years’ experience in retail store operations.

• Front-End Manager, Dept. Manager, or Assistant Store Director experience preferred.

• Front-End Operations experience.

• Strong communication skills.

• Proven supervisory skills.

• Proven problem diagnosis and solving.

• Department expertise.

• Leadership skills.

• Understanding of total store operations and P&L responsibilities.

• Efficient with Microsoft Office, Word, Excel, and Power Point.

The salary range is $80,170 to $108,170 annually. Starting rates will vary based on things like location, experience, qualifications, and the terms of any applicable collective bargaining agreement. Dependent on length of service, hours worked and any applicable collective bargaining agreement, benefits include medical, dental, vision, disability and life insurance, sick pay (accrued based on hours worked), PTO/Vacation pay (accrued based on hours worked), paid holidays, bereavement pay, and retirement benefits (pension and/or 401k eligibility).

• Most work is performed in a temperature-controlled office or store environment.

• May sit for long periods of time at desk, or computer terminal.

• May use calculators, keyboards, telephone, and other office equipment during a normal workday.

• Stooping, bending, twisting, and reaching may be required in completion of job duties.

• Store visits involve driving from location to location, regular standing, walking, climbing stairs, and movement in and around machinery and hazardous equipment, as well as backstage receiving and production areas.

TRAVEL REQUIREMENTS: Travel up to 75% of time, including frequent overnight and weekend travel.

The above statements are intended to describe the general nature and level of work being performed by associates assigned to this job classification. They are not intended to be construed as an exhaustive list of all responsibilities and skills required of personnel so classified. The Company is committed to complying with all local, state, and federal regulations.

AN EQUAL OPPORTUNITY EMPLOYER