Customer Experience Coordinator

Customer Experience Coordinator
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US-MI-Warren
Dianne Brown

Purpose

The Customer Experience Coordinator is responsible for supporting the Store Manager in the management of all aspects of store operations, coaching and developing the store team and providing leadership for a diverse team that will deliver the Company’s retail promise to every customer and patient. The Customer Experience Coordinator will assist in leading the store and the team in talent development, driving results, and store and brand presentation. It is essential that the Customer Experience Coordinator be capable of operating the store, should the Store Manager be absent for any length of time. Employees must be able to call upon the Customer Experience Coordinator with any issue that they may have.

Essential Duties and Responsibilities

Customer and Patient Satisfaction:

  • Assist with coaching and motivating employees to work as a team to achieve customer and patient satisfaction.
  • Deliver excellent customer and patient experience, by providing employees with regular training and feedback.
  • Utilize company website, intranet and other social media to be aware of promotions, trends, and other notable information related to customer and patient satisfaction.
  • Support the Store Manager by monitoring the activities of the store employees to maximize efficiency, minimize errors and respond to customers’ needs in a timely fashion.
  • 75% of time spent will be on the bud room sales floor to maximize the LivWell Customer Experience.

Sales Growth and Profitability:

  • Understand analysis of store financials such as Profit and Loss statements and other metrics to achieve and exceed store and company goals.
  • Communicate the stores weekly and monthly sales targets, results and information.
  • Assist with product and merchandise inventory according to SOPs, including maintaining product and merchandise displays as appropriate and back stock levels to meet sales goals.
  • Support the coaching and motivation of employees to work as a team to achieve or exceed individual and store sales goals.
  • Assist with providing leadership and direction to store employees to ensure that effective use and management of systems.
  • Assist with training and accurate use of point of sale, inventory management systems, state compliance / METRC, online training systems, etc.
  • Assist with maintenance of store to ensure that it is kept in a safe, clean, and professional manner, adhering to all Brand consistency standards that maximize the customer and patient experience.

Compliance and Reporting:

  • Assist with store operations, ensuring that all transactions are executed compliantly within established Standard Operating Procedures.
  • Assist with workflow and work procedures ensuring that workflow and procedures are documented and that appropriate controls and audits are in place to ensure data and processing integrity.
  • Ensure with compliance with all local, state and federal regulations.

Safety and Security:

  • Monitor the activities of employees, customers, and patients to ensure a safe and secure environment.
  • Ensure loss prevention policies and procedures are followed.

Leadership and Supervision:

  • Works under the general supervision of the Store Manager.
  • Assists in the Store Manager in the supervision of non-exempt employees.
  • Assist with management of employees, including hiring and developing, planning, assigning and directing work, appraising performance, rewarding and disciplining, addressing complaints and resolving employee issues.
  • Provide technical leadership and managerial direction to designated employees.
  • Assist in establishing initial and ongoing training for employees to ensure an adequate level of understanding regarding guidelines, policies and procedures.
  • Work collaboratively with all employees and business partners.
  • Assist with providing effective leadership to employees to ensure a complete understanding of and alignment with the Company’s vision, mission and values to maintain a positive work environment and a high level of morale.

Systems:

  • Assist with providing leadership and direction to store employees to ensure that effective use and management of systems.
  • Assist with training and accurate use of point of sale, inventory management systems, state compliance / METRC, online training systems, etc.

Project Management:

  • Assist with developing and managing projects, including defining project scope, resources and achieving deliverables on time and within budget.

Other Duties:

  • Other duties as assigned.

Education and Experience Requirements

Education:

  • High School Diploma or equivalent required.
  • BA/BS degree preferred or an additional 2 years of related experience may be substituted in lieu of a degree.

Work Experience:

  • A minimum of 1-year experience in a management role within a retail or customer service environment. Must also have a minimum 2 years’ retail sales experience working in a fast-paced retail store environment.
  • Demonstrated ability to work with a diverse team of managers and sales associates, vendors, and community members.
  • Success building and maintaining strong professional relationships.
  • Bilingual in English/Spanish desired.
  • Must be able to secure appropriate work credentials from the Colorado Department of Revenue, MED.

Proven success in the following job competencies:

  • Leadership
  • Results
  • Communication and Presentation
  • Customer Focus and Relationship Building
  • Influencing
  • Problem Solving and Decision Making
  • Information and Technology Proficiency
  • Technical Industry and/or Profession Expertise

Required Certificates, Licenses, and Registrations:

  • MED badge

Working Conditions

  • Able to use a computer for extended periods of time.
  • Able to move about a typical office, manufacturing, warehouse, or retail environment.
  • Able to perform general office managerial and administrative actives.
  • Able to lift and move up to 25 pounds occasionally.
  • Regular and on-time attendance.
  • Hours regularly exceed 40 hours per week.
  • Occasional travel by conventional means including aircraft, motor vehicle and the like within the region and to other locations as required.

Notice: To perform this job successfully, and individual must be able to perform each essential duty satisfactorily. The requirements listed above are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.

We are an Equal Employment Opportunity Employer. Qualified applicants will receive consideration for employment without regard to race color, religion, sex, national origin, sexual orientation, gender identity, disability, protected veteran status or any other status protected by applicable law.