Experience Manager

If you’re someone who has a genuine desire to help people live better and healthier lives, join us as we work to be a trusted resource in our communities, offering real people, real food at real affordable prices across the Midwest. If you are ready to immerse yourself in an environment, that helps shoppers naturally, intuitively, and enjoyably find real, honest, affordable goodness to meet them wherever they are on their wellness journey, we’d like to hear from you. Join us to begin YOUR journey and be a part of the Fresh Thyme Market Team!

Fresh Thyme Rewards

• Weekly pay
• Scheduling flexibility
• Paid parental leave
• Team member discount
• Career growth opportunities

Are you passionate about the retail grocery market and organic products? Are you a leader? Are you ready to join one of the fastest growing companies in the retail grocery market? If so, Fresh Thyme Farmers Market is the place for you! Our unique business model, fast paced and growing environment, promote from within culture, and excellent benefits make Fresh Thyme the best employer in the grocery market. Careers have been growing at Fresh Thyme since our inception in 2012 - yours should be no different!

The Customer Experience Manager is responsible for managing all aspects of the Front End Department including staffing, in-store and digital customer experience and key metrics. They are required to assist customers and team members as needed and maintain a friendly, energetic demeanor. This position requires adhering to all procedural guidelines set for the Front End Department and following general administrative compliance.

Essential Duties & Responsibilities

• Provides a positive checkout experience and measures results through reporting tools.
• Transforms customer service opportunities into positive solutions.
• Works with all departments to ensure and maintain a positive customer experience.
• Ensures cleanliness and appearance of customer-facing areas, parking lot and store exterior, ensuring the safety of team members, customers, and company assets.
• Reviews the weekly sales and labor projections for the Front End department in order to maximize sales and profits; ensures department operations are within the labor percent allowed.
• Monitors and controls all costs and expenses; includes store purchases (office supplies and uniforms), maintaining proper ordering and inventory control, controlling shrink.
• Manages the Front End Department including developing, scheduling, and initiating required performance reviews, and ensures team is trained on all policies and procedures.
• Manages E-commerce Compliance and ensures top quality items are picked and provided to the customers in a timely manner.
• Oversees shift operations including writing and/or approving department coverage, work schedules, and lane assignments.
• Ensures compliance by following food safety protocols when handling products.
• Communicates scanning/pricing errors following outlined processes.
• Submits the proper paperwork for new hires, terminations, and other changes and ensures employee records are appropriately documented in accordance with state law.
• Completes daily cash office duties and reports discrepancies or suspicious activities to the Store Director.
• Reconciles monthly vendor statements and maintains detailed vendor invoice files.
• Partners with Regional HR Manager for employee benefits, payroll, and leave of absence issues.
• Maintains store job requisitions and supports leaders through hiring/onboarding process as needed (documentation, background checks, etc.)
• Other duties as assigned.

Education and Experience

• High school diploma or equivalency degree.
• Must have a minimum of 2 years professional experience.
• Preferred 2-3 years grocery retail experience in Office Management department processes and procedures.
• Previous experience in a natural foods industry is a plus.
• Accounting and cash handling background preferred

Knowledge, Skills, and Abilities

• Must maintain the highest level of customer service at all times.
• Ability to adapt to the ever-changing high volume retail while working in a cross-functional team environment.
• Must have the capacity to take initiative when problems arise.
• Flexibility to adapt in a variety of situations.
• Must have advanced attention to detail with the capability to prioritize and meet deadlines.
• Excellent written communication and documentation skills.
• Excellent verbal communication and interpersonal skills for dealing cross functionally with peers and senior management.
• Must have knowledge with MS Office including Outlook, Word, and Excel.
• Preferred knowledge of Workday and Kronos UKG.
• Ability to multitask and have excellent organizational skills is essential.
• Must be able to lead, support and contribute to team goals.
• Ability to work varied hours/days as business dictates.
• Must be familiar with Health Department guidelines and regulations as they pertain to a grocery retail environment.
• Efficient planning and ability to execute for results.
• Demonstrates ability to improve staff performance through motivation, training and setting clear expectations.
• Must have the ability to read and understand financial statements.
• Ability to adapt to the ever-changing retail environment while working in a cross-functional team.
• Takes initiative when problems arise and use independent judgment to take immediate corrective actions.

Job Function Analysis

Physical Demands

• Sit Rarely 1–2 hours
• Stand Continuously 1–8 hours
• Walk Continuously 2–8 hours
• Drive Frequently 2-4 hours
• Balance Frequently 34–66%
• Bend Occasionally 1–33%
• Climb (2–6 ft) Occasionally 1–33%
• Crawl Occasionally 1–33%
• Crouch/Squat Occasionally 1–33%
• Kneel Occasionally 1–33%
• Reach (forward & overhead) Frequently 34–66%
• Twist (45 degrees at waist) Occasionally 1–33%

Lifting/Carrying

• 0–10 lbs. Occasionally 1–33%
• 11–25 lbs. Occasionally 1–33%
• 26–50 lbs. Occasionally 1–33%
• 51–100 lbs. Never 0%

Repetitive Motion

• Right & Left Grasping Frequently 34–66%
• Fine Manipulation Occasionally 1–33%
• Pushing and Pulling Occasionally 1–33%
• Lower extremities Never 0%

Environmental Conditions:

• Some extreme temperatures are possible. Some ventilation and exhaust fans.