Description
Overview:
The Customer Experience Manager (CEM) reports to the Manager of Customer Loyalty (MCL) and is a partner to the Selling Manager (SM) in directing all daily activities on the selling floor including: Driving Sales and Leading our Service, Selling and Clienteling initiatives.
The CEM will immerse his/herself into the customer experience. They will interact in the moment with the customer, proactively anticipating their needs and creating opportunities to elevate the experience and wow the customer.
The CEM, in partnership with the SM and MCL, will lead and coach our Sales Professionals âin the momentâ? to deliver Spirited and Engaging service. They will motivate the team to maximize every sale, build and maintain productive relationships with clients, and maintain selling effectiveness as a critical part of the Customer Experience.
Key Accountabilities:
Impress the Customer
Cultivate a Service Centric Team
Connect Product to Customer
Skills Summary:
Bloomingdale's is an Equal Opportunity, committed to a diverse and inclusive work environment.
Overview:
The Customer Experience Manager (CEM) reports to the Manager of Customer Loyalty (MCL) and is a partner to the Selling Manager (SM) in directing all daily activities on the selling floor including: Driving Sales and Leading our Service, Selling and Clienteling initiatives.
The CEM will immerse his/herself into the customer experience. They will interact in the moment with the customer, proactively anticipating their needs and creating opportunities to elevate the experience and wow the customer.
The CEM, in partnership with the SM and MCL, will lead and coach our Sales Professionals âin the momentâ? to deliver Spirited and Engaging service. They will motivate the team to maximize every sale, build and maintain productive relationships with clients, and maintain selling effectiveness as a critical part of the Customer Experience.
Key Accountabilities:
Impress the Customer
- Serves as the role model and coach of Spirited and Engaging service; ensures associates are connecting promptly and genuinely with every customer.
- Actively advocates for the customer. Solicits feedback, listens and responds to the customer's needs and seeks opportunities to improve the service experience.
- Embraces the opportunity to assist and empower associates in resolving customer issues.
Cultivate a Service Centric Team
- Sets high customer service standards and motivates associates to meet these standards.
- Trains, monitors, and re-enforces key associate service behaviors defined as greet, assist, handing out of business cards, and talking about the benefits of the Loyallist program.
- Creates a positive work environment, recognizes and celebrates positive performance.
- Liaises with MCL and SM and communicates any customer experience and floor coverage issues; collaborates to find solutions and avoid future issues.
Connect Product to Customer
- Works on the selling floor (95% of time) training and developing a team of Sales Professionals to achieve their sales, service, clienteling and loyallist goals.
- Inserts him/herself into selling interactions to elevate the experience and maximize the sale; takes advantage of teachable moments to improve Sales Professional performance; redirects/coaches behaviors.
- Ensures all events and promotions are thoroughly understood by the team of associates.
Skills Summary:
- A four year degree
- Ideally, a minimum of 1-2 years of related retail supervisory experience
- Ability to empower and develop a team
- Strong leadership, interpersonal and communication skills
- Critical understanding and appreciation of quality customer service
- Successful track record of exceeding aggressive sales goals
- Highly organized and ability to adapt quickly to changing priorities
Bloomingdale's is an Equal Opportunity, committed to a diverse and inclusive work environment.
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