Customer Experience Manager

Job Description

Job Description

Key Responsibilities

Operations & Customer Experience
• Oversee all day-to-day non-kitchen operations including grocery retail, cashier team, customer service, and front-of-house presentation
• ORDER FULLFILLMENT
• Ensure exceptional customer experience through consistent service standards, cleanliness, organization, and hospitality
• Actively monitor customer flow, service speed, and overall guest satisfaction
• Resolve customer concerns professionally and promptly, escalating when necessary

Team Leadership & People Management
• Recruit, interview, hire, onboard, train, and schedule non-kitchen staff
Job Description CEM 26.01.22 DRAFT
• Lead performance management including coaching, feedback, corrective action, and terminations when necessary
• Build and maintain a positive, respectful, and accountable workplace culture
• Ensure appropriate staffing levels to meet operational demands and sales volume

Training & Development
• Implement and maintain training programs for customer service, cashier operations, grocery standards, safety, and brand expectations
• Ensure all team members are properly trained on SOPs, POS systems, policies, and service standards
• Identify training gaps and coordinate retraining or development plans as needed

Quality Assurance & Brand Standards
• Maintain food hall appearance, merchandising standards, signage, and customer-facing areas in alignment with brand guidelines
• Conduct regular quality checks to ensure product presentation, pricing accuracy, labeling, and cleanliness standards are met
• Support brand promotion efforts including in-store promotions, events, and customer engagement initiatives

Compliance, Safety & Inspections
• Serve as primary contact for health department inspections, regulatory agencies, and compliance visits related to non-kitchen operations
• Ensure compliance with local, state, and federal regulations, company policies, and safety standards
• Maintain documentation related to inspections, corrective actions, and compliance follow-ups

Administrative & Reporting
• Oversee scheduling, timekeeping, attendance tracking, and labor controls for non-kitchen teams
Job Description CEM 26.01.22 DRAFT
• Monitor operational metrics such as sales trends, labor costs, customer feedback, and service performance
• Communicate operational updates, challenges, and improvement opportunities to senior leadership

Qualifications
• 3–5+ years of management experience in food service, grocery retail, food halls, or hospitality
• Proven experience leading teams, managing schedules, and overseeing daily operations
• Strong customer service orientation with the ability to handle high-volume environments
• Working knowledge of labor laws, safety standards, and regulatory compliance
• Experience interacting with health departments or regulatory agencies preferred

Skills & Competencies
• Strong leadership, communication, and conflict-resolution skills
• Excellent organizational and time-management abilities
• Detail-oriented with a focus on consistency and quality
• Ability to multitask, prioritize, and make sound decisions in fast-paced settings
• Comfortable coaching, disciplining, and developing team members

Work Environment & Schedule
• Full-time, salaried position
• Schedule includes evenings, weekends, and holidays as required by business operations
• Requires extended periods of standing, walking, and active floor supervision

Other Duties
Perform other duties as assigned to support the overall success of the food hall and organization