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Regional Customer Experience Manager

in Sunbury, PA

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Job Description Job Attributes+

  • Job ID

    6146

  • Req ID

    54321.1

  • Job Category

    Customer Support/Client Care

  • Career Area

    Corp

  • Job Type

    Full-Time

  • Career Level

    Senior Manager

  • Education Level

    G-Bachelor’s Level Degree

  • Travel

    10 - 20%

  • Job Location

    1000 S. 2nd Street
    Sunbury, PA 17801

Overview

SUMMARY

The primary purpose of the Regional Customer Experience Manager is to lead company personnel in delivering best in class service to our customers, manage front end operations and assist in implementing company programs and strategies.  The incumbent is also required to perform all tasks in a safe manner consistent with corporate policies and state and federal laws.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The associate is responsible for the functions below, in addition to other duties as assigned:

  1. Advise the Store Manager and Asset Protection Manager in the planning, development, and execution of district business plans and objectives to achieve sales, script growth, margin, and profitability.
  2. Provide leadership and development for associates by communicating career opportunities, providing regular performance feedback and scheduling any and all required training.
  3. Responsible for the district retail budgets including sales, script growth, margin, labor and expenses and overall P&L results monthly to ensure operating income and EBITDA are achieved.
  4. Execute Logile and 5S standards at all stores to ensure that labor is planned for customer service and completing operating activities while achieving labor budget.
  5. Conduct frequent store visits and complete DM review sheets when required, shrink management tools to ensure satisfactory shrink results, and maintain operating standards expected in all stores.
  6. Adhere to and enforce all physical safety and security, sanitation, and food safety regulations; promote goodwill with respect to government agencies and officials.
  7. Drive training and development of Store Management and ensure the proper people are promoted and placed in positions for long term career development.
  8. Develop district succession plans for all store management positions.
  9. Lead in providing excellent customer service.
  10. Ensure customer service programs are properly implemented and adhered to in order to guarantee a high level of customer satisfaction and loyalty. 
  11. Execute all marketing, merchandise, and operating programs to drive sales, script growth and profits in all stores within the district.
  12. Conduct management and store meetings to address ongoing operations and drive accountability with store management on profitability.
  13. Liaison for store management with the Store Support Center for proper direction on company objectives and programs. 
  14. Conduct annual performance appraisals for Store Managers.

Supervisory Responsibilities

This position directly supervises Store Managers and indirectly supervises Asset Protect Managers and carries out supervisory responsibilities in accordance with Weis Markets policies and applicable laws. Responsibilities include interviewing, hiring, training, directing, rewarding, and disciplining associates; appraising associate performance; and resolving complaints.

Qualification Requirements

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

Education and/or Experience

Bachelor's degree (BA/BS) in Business or related field, plus three (3) years' experience in store management; or equivalent combination of education and experience. 

Leadership Skills

Leadership presence among executive team, direct reports and in the community.  Ability to effectively

partner with functional peers and internal partners.  Ability to effectively respond to the business needs in a professional and positive manner.

Language Skills

Ability to read, analyze, and interpret general business periodicals, professional journals, technical procedures, or governmental regulations. Ability to write reports, business correspondence, and procedure manuals. Ability to effectively present information and respond to questions from groups of managers, clients, customers, and the general public. Ability to read, write, and speak English fluently.

Mathematical Skills

Ability to work with mathematical concepts, such as probability and statistical inference, and fundamentals of plane and solid geometry and trigonometry. Ability to apply concepts such as fractions, percentages, ratios, and proportions to practical situations.

Reasoning Ability

Reasoning Ability

Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables.

Other Skills, Abilities, and/or Training

The following qualities are required:

  • Minimum age of 21 years old.
  • Ability to pass drug test.
  • Committed to providing customer service that makes both internal and external customers feel welcome, important, and appreciated.
  • Knowledge of total store operations with in-depth understanding of front end operations and bookkeeping.
  • Ability to preserve confidentiality of information.
  • Ability and willingness to move with purpose and a strong sense of urgency.
  • Ability to work weekends on a frequent basis.
  • Ability to work extended days on a frequent basis.
  • Ability to work day or evening hours.
  • Accuracy and attention to detail.
  • Ability to organize and prioritize a variety of tasks/projects.
  • Familiarity with industry/technical terms and processes.
  • Ability to work within strict time frames and resolute deadlines.
  • Completion of required HIPAA Training and all other required regulatory compliance training.
  • Proficiency with the Microsoft® Office Suite (Word, Excel, Outlook, PowerPoint, Windows 10).

Certificates, Licenses, and/or Registrations

This position requires a valid driver's license for business travel.

Physical Demands

The physical demands described below are representative of those that must be met to successfully perform the essential functions of this job. The associate is:

  • Regularly required to do the following activities:
  • Talk and hear; verbally express ideas and impart information or instructions.
  • Use hands to finger, handle, and/or feel; the ability to type, pick, pinch with fingers, seize, hold, grasp or turn with hands, and perceive attributes of objects and materials, such as size, shape, temperature, or texture, by touching with fingertips.
  • Frequently required to do the following activities:
  • Walk about.
  • Remain seated in a normal position for long periods.
  • Occasionally required to do the following activities:
  • Stand dynamically for long periods without a break.
  • Climb stairs and/or ladders.
  • Maintain balance while walking, standing, crouching, or running.
  • Twist upper torso.
  • Stoop, kneel, crouch, and/or crawl.
  • Reach up and out with hands and arms.
  • Lift up to twenty-five (25) pounds and carry a distance of twenty (20) feet.
  • Push and/or pull up to ten (10) pounds a distance of five (5) feet.
  • Rarely required to stand statically for long periods without a break.
  • Specific vision abilities required for this job include:
  • Close vision (clear vision at 20 inches or less).
  • Adjustable focus.

Work Environment

The work environment characteristics described here are representative of those encountered while performing the essential functions of this job. The associate is:

  • Regularly exposed to indoor conditions with a moderate noise level.
  • Rarely exposed to:
  • Wet or humid conditions.
  • Outdoor weather conditions.
  • Extreme cold (non-weather).
  • Extreme heat (non-weather).
  • Slippery surfaces.
  • Confined spaces.
  1. Regularly exposed to indoor conditions with a moderate noise level.
  2. Rarely exposed to:
  3. Wet or humid conditions.
  4. Outdoor weather conditions.
  5. Extreme cold (non-weather).
  6. Extreme heat (non-weather).
  7. Slippery surfaces.
  8. Confined spaces.

Job Qualifications

Bachelor's degree (BA/BS) in Business or related field, plus three (3) years' experience in store management; or equivalent combination of education and experience. 

Other Skills, Abilities, and/or Training

The following qualities are required:

  • Minimum age of 21 years old.
  • Ability to pass drug test.
  • Committed to providing customer service that makes both internal and external customers feel welcome, important, and appreciated.
  • Knowledge of total store operations with in-depth understanding of front end operations and bookkeeping.
  • Ability to preserve confidentiality of information.
  • Ability and willingness to move with purpose and a strong sense of urgency.
  • Ability to work weekends on a frequent basis.
  • Ability to work extended days on a frequent basis.
  • Ability to work day or evening hours.
  • Accuracy and attention to detail.
  • Ability to organize and prioritize a variety of tasks/projects.
  • Familiarity with industry/technical terms and processes.
  • Ability to work within strict time frames and resolute deadlines.
  • Completion of required HIPAA Training and all other required regulatory compliance training.
  • Proficiency with the Microsoft® Office Suite (Word, Excel, Outlook, PowerPoint, Windows 10).

Certificates, Licenses, and/or Registrations

This position requires a valid driver's license for business travel.

JOB LOCATION

1000 S. 2nd Street
Sunbury, PA  17801

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    HEAR FROM OUR TEAM MEMBERS

    "Working for Weis Markets has been an overall amazing experience for me."

    "Working as a manager, allows me to help train new associates to become the best they can be."

    "What I love about working at Weis are the opportunities you're given to advance."

    "Being a manager for Weis Markets has allowed me to grow as a leader, and an individual."

    "Weis Markets opened the door for me and provided me with opportunities."

    "I'm able to share my opinions about how to drive sales in my department and make it happen."

    "Management has always been nice, cooperative and patient during training and daily work flow."

    "Working at Weis has been a very positive experience. I feel valued and appreciated."

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    Weis Markets is proud to be an Equal Opportunity Employer. Learn more

    Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.