Customer Experience Manager at THE PAPER STORE

Oak Brook, Illinois, United States -

Full Time

Start Date

Immediate

Expiry Date

06 Jun, 26

Salary

25.0

Posted On

08 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Sales Goals Achievement, Team Building, Payroll Management, Staff Training, Visual Presentation, Operational Efficiency, Decision Making, Cross Training, Merchandising, Product Knowledge, Selling Techniques, POS Systems, Change Management, Problem Solving, Attention To Detail

Industry

Retail

Description

The Paper Store is committed to being the premiere destination for all of our customer’s gift-giving needs. Our mission is to share our passion for The Paper Store with each customer, during each visit, by going above and beyond their expectations for both selection and service. Department Managers are responsible for: delivering world class service, achieving sales goals and maintaining company standards in a fun and fast paced retail environment. The Department Manager reports directly to the Store Team Leader. Department Managers are responsible for providing customers with a unique shopping experience by utilizing the G.U.E.S.T. service approach. The Department Manager responsibilities also include: building and inspiring high-performing teams who achieve sales goals, managing payroll within budget, training staff in all areas of the store, executing and maintaining visual presentation standards, maintaining operational efficiencies, and holding the team/selves accountable for upholding The Paper Store mission statement, standards, and policies. KEY RESPONSIBILITIES: * Act as a TPS Champion by modeling the G.U.E.S.T. service approach, and consistently delivering World Class Service 1. Greet and welcome every customer warmly and with enthusiasm 2. Understand customer needs by asking open-ended questions 3. Explain product features and benefits in relation to the customers’ needs by providing in-depth product knowledge 4. Suggest additional items to build onto sales by utilizing effective selling techniques 5. Thank the customer sincerely and invite them to return and shop with us again * Be a TPS Brand Ambassador * Build customer loyalty by being friendly, attentive and respectful of customers * Inspire and motivate the team daily by delivering positive feedback and utilizing TPS recognition programs * Contribute to a positive work environment by modeling ethical behavior, fostering open communication, and maintaining confidential information as required * Professional attire, demeanor, appearance and compliance to company dress code required * Demonstrate the ability to make decisions with sound judgement, and in the best interest of the customer, store team, and business * Demonstrate a commitment to training and development utilizing all training resources available * Demonstrate initiative to cross train in all departments to support bench strength in department leadership * Continually train and coach associates’ on merchandising/operational tasks, company expectations, and GUEST service standards * Lead and execute completion of company directives within appropriate time frames * Develop a strong relationship with the Visual Merchandiser, Hallmark Merchandiser, Store Team Leaders, District Manager and corporate partners * Maintain awareness of all current promotions and process them correctly at the POS * Champion new product launches by being the material expert in new product information * Ensure all marketing and promotion signage is up to date and placed correctly * Ensure all means of communication (Smart Sheet, email, etc.). are acted upon in a timely manner * After comprehensive training, performing ear piercings and providing a safe, sanitary experience in accordance with state, federal and CDC guidelines. (select locations) * Perform management functions as expected. This includes but is not limited to: opening and closing of the store, management functions on point of sale, managing the sales floor, coordinating break schedule, etc. * Assist the Store Team Leader with executing strategies to drive sales and customer loyalty through: Effective Sales and Service Leader behaviors, The Hallmark Crown Rewards Program, TPS customer capture, and store events * Complete all tasks/direction as directed by the Store Team Leader, Merchandiser or District Manager * Comply with all company policies and procedures JOB REQUIREMENTS: * Previous experience in specialty retail is preferred * Demonstrate an ability to multi task while being attentive to customers * Ability to adapt to and lead change * Proficient in using Microsoft Office and POS Systems * Ability to be mobile on the sales floor and/or stock room for extended periods of time * Ability to work a flexible schedule to include nights, weekends, and holidays * Ability to work well, and be a leader, in a team environment * Possess the resourcefulness and initiative to problem solve, operate strategically, and act as a team builder * Ability to work autonomously while paying strong attention to detail * Ability to be mobile on the sales floor and/or stock room for extended periods of time * Ability to lift and mobilize medium to large items up to 50 lbs., while utilizing appropriate safety techniques * Willingness to travel to new store openings, store remodels, etc. The Paper Store is an equal opportunity employer and considers all qualified applicants for employment without regard to race, color, national origin, religion, sex, disability, age, veteran status, or any other classification protected by state, local or federal law. Please be aware that any pay ranges displayed on The Paper Store's job postings are to accommodate the wide range of candidate experience, store sales volume and geography.

Responsibilities

The manager is responsible for delivering world-class service by modeling the G.U.E.S.T. service approach, achieving sales goals, and maintaining company standards in a fast-paced retail setting. Key duties include building and inspiring high-performing teams, managing payroll, training staff, executing visual standards, and ensuring operational efficiencies.