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Customer Experience Lead

Company: Bevmo Holdings LLC
Location: Santa Barbara
Posted on: May 3, 2021

Job Description:

Job Description


The Customer Experience (CX) Lead reports to the Omni Store Manager (OSM), and is responsible for providing administrative support to the OSM on delivery (all channels) and customer experience issues and needs for both the retail and e-commerce operations within the facility. The CX Lead is also responsible for providing conceirge service to large transactions customers, answering phones and monitoring communications between the store and goPuff/BevMo! Service Center partners.

Key Roles and Responsibilities:

  • Model company values in all actions, communication and decision-making
  • Provide direction, support, and ongoing feedback to Associates
  • Assist in conducting observation and coaching of Associates
  • Consistently create a positive customer experience through the utilization of the sales and customer service programs
  • Assist Omni Store Manager with store reporting that is relevant to the operations of delivery and customer experience metrics
  • Monitor the store communication systems, ensuring that compliance is driven for all e-commerce and in-store customer relationships and experience issues
  • Partner with the Omni Store Manager to create action plans to improve the customer overall satisfaction score
  • Provide support to the Omni Store Manager with managing delivery partners
  • Respond promptly to customer inquiries
  • Acknowledge and resolve customer complaints
  • Monitor location's social media accounts and identify opportunities to improve the customer's experience and partner with the Omni Store Manager to create and execute an action plan
  • Work with the local community and identify opportunities for large transactions for local events (weddings, business parties, etc.)
  • Ensure the team operates in accordance with company policies and procedures
  • Ensure the operations team follows federal, state, and local regulations, including ABC, Food Handling and Weights and Measures regulations
  • Perform other duties as directed by management


Skills Required:

  • Communication: Provide the information required by others in a concise, direct, and unambiguous way. Strive to ensure that the receiver clearly understands the specifics of the message and are able to listen to, receive, and understand messages conveyed by others
  • Driving Results: Motivate individuals to achieve and exceed goals by establishing accountabilities, clarifying performance expectations, agreeing to high standards and measures, monitoring and reviewing performance, and providing timely and relevant feedback.
  • Planning and Priority Setting: Demonstrate an ability to set objectives and goals and organize work appropriately to meet and exceed goals
  • Collaboration and Teamwork: Work interdependently and collaboratively with others to achieve mutual goals. Subordinate individual aims in the interest of working with others in a way that promotes and encourages each person's contributions toward achieving optimal outcomes
  • Service Focus: Place emphasis on creating customer loyalty by continually enhancing the customer experience. Show the capacity to identify and understand the needs of the customer, manage expectations and give priority to meeting and exceeding those needs

Keywords: Bevmo Holdings LLC, Santa Barbara , Customer Experience Lead, Other , Santa Barbara, California

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