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Customer Experience Supervisor

Finnleys – Nashville, TN
  • Job
  • New Store Opening
Purpose:Embraces the Finnleys company culture, focusing on the customer experience and team experience as our key driving principals. Demonstrates role model & leadership behaviors. Coaches to sales processes, procedures, and guidelines. Recruits and trains a family of “A player” associates to build relationships and award-winning experiences for our customers. Assists in delivering revenue goals and brand growth, while managing an individual division of responsibility (DOR), to include:
Customer Experience – all customer touch points: sales strategies, visual presentation and store environment, marketing and traffic driving events.
Reports to: Store ManagerHours: Full Time, 40hrs/week minimumAreas of Responsibility:
Revenue: Assist in exceeding all Key Performance Indicators set by Store Manager and coach to Individual Employee KPI’s.
Target KPI’s

Daily, Weekly, Monthly, Quarterly, and Yearly Revenue

Average Transaction Value

Units Per Transaction

Exchange and Return Rates

Customer Experience: Model and coach associates to create an environment of trust and relationship with our customers, resulting in a loyal following and outstanding memorable experiences.

Create a welcoming environment and a strong floor leader presence

Utilizes company training tools to discover customers' unstated needs, resulting in a high conversion rate
Implement product knowledge training and understanding, and improves customer trust

Build a strong relationship with customers, and establish a consistent clientelling system

Coach to excellent merchandising standards to create an impeccable and easy shopping experience for our customer

Team Experience: Recruit, hire, train, coach, and develop top talent to drive performance and outstanding experiences for both customer and team
Help to identify hiring needs and recruit top talent in partnership with Store Manager

Assist in the onboarding of new talent and ensure a comprehensive training process, including a complete understanding of all POS, clientelling, wardrobing, and merchandising directives

Identify opportunities and coach in the moment to performance, both KPI and customer interaction

Partner with Store Manager in creative ways to motivate and inspire the team

Create a “best place to work” team environment and an open-door policy centered around trust and respect
Business Marketing: Assist in all areas of marketing and community outreach to build brand exposure, and drive traffic in partnership with Store Manager, including:

Social Media

In-Store Traffic Driving Events

Outside Partnerships (ie. brands and influencers)
Print and Digital Media Efforts

Community outreach and engagement (local events and festivals)

In-store Presentations/Signage, etc

Merchandise: Be the voice of the customer by providing product feedback to the executive team, monitoring store loss prevention strategies to reduce shrink and improve profitability, and helping to create a strategic visual merchandising strategy to drive conversion and promote wardrobe selling.
Provide product feedback to Store Manager regarding needs, sell through, product categories, and buys, while being mindful of current fashion/seasonal trends keeping our customer front of mind

Promote and administer loss prevention strategies

Work with Store Manager to create inventive ways to drive business through merchandising strategies

Strong leadership presence
Organization and Planning Skills
Independent Worker
Ability to build Relationships and create an environment of trust and respect
Flexibility and adaptability to an ever changing and growing environment
Ability to hire, train, coach, and develop an effective team

Minimum Requirements:
Technology savvy and comfortable learning new systems (ie. Microsoft office, Springboard, Social Media, Humanity)
Progressive retail experience, including people management (min 2 years)
Knowledge of state and local employment laws
Flexible and open availability, including weekends

What you get:
Being part of a team that values you and your unique personality, experience, and career goals
Work-life balance values
Competitive compensation and a professional work environment
Bonuses and incentives associated with goal achievement
Generous merchandise discount
Paid Holiday and vacation package, health and dental benefits
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