Senior Manager responsible for product management and strategy in customer services at Capital One. Driving innovation through technology and leading cross - functional teams for enhanced customer experience.
About the role
- Customer Experience Manager delivering world class service and achieving sales goals in retail. Responsible for maintaining operational efficiencies and inspiring high-performing teams.
Responsibilities
- Act as a TPS Champion by modeling the G.U.E.S.T. service approach, and consistently delivering World Class Service
- Greet and welcome every customer warmly and with enthusiasm
- Understand customer needs by asking open-ended questions
- Explain product features and benefits in relation to the customers’ needs by providing in-depth product knowledge
- Suggest additional items to build onto sales by utilizing effective selling techniques
- 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
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 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.
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
Senior Associate Product Manager at Capital One driving strategy and development of innovative customer experiences. Collaborating with tech, design, and data teams in an agile environment.
Customer Service student position at HEIMPLANET, a company specializing in high - quality outdoor products. Engage with customers, answer inquiries, and assist with product repairs and documentation.
Sales Support Specialist ensuring accurate contract management and trade spend accruals for Nestlé's operations. Collaborating with sales, finance, and operations teams to optimize business performance.
Personal Lines Customer Service Coordinator performing insurance policy processing at Greylock Insurance Agency. Assisting Account Managers and ensuring customer satisfaction with policy retention.
Managing Director leading global strategy for client experience & advisor support in Wealth Custody. Driving innovative solutions and ensuring exceptional service through diverse wealth management offerings.
Customer Service Representative for Auto Claims provide valuable introduction to insurance claims at Intact. Handling inbound claims calls and documentation in a dynamic call center environment.
Customer Service Representative providing technical support through phone, email, and chat. Responding to customer inquiries and troubleshooting issues while maintaining customer satisfaction.
Customer Service Claims Representative providing support for auto insurance claims at USAA. Documenting claims and assisting members with the claims process in a high - volume contact center environment.
Bilingual Customer Support Specialist at Uline assisting customers with orders and inquiries in both French and English. Providing exceptional service in a fast - paced environment.