Experienced Customer Experience Manager – Retail Leadership & Store Operations

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Join arenaflex as a Customer Experience Manager – Lead Excellence in Retail Operations

Are you a natural leader who thrives in fast-paced retail environments? Do you have a passion for delivering exceptional customer service while mentoring and inspiring a team? arenaflex is looking for an experienced Customer Experience Manager (CXM) to join our dynamic leadership team in New York. This is a fantastic opportunity to shape the customer journey, drive operational excellence, and grow your career with one of the most respected names in home improvement retail.

At arenaflex, we believe that our customers are at the heart of everything we do. As a Customer Experience Manager, you will be instrumental in ensuring that every customer who walks through our doors receives the outstanding service they deserve. You'll oversee store operations, mentor team members, and ensure that our commitment to quality and customer satisfaction is reflected in every interaction. If you're ready to take the next step in your retail management career and make a meaningful impact, we want to hear from you!

About arenaflex

arenaflex is a leading provider of home improvement solutions, committed to helping customers build, improve, and transform their living spaces. With locations across the United States, we pride ourselves on delivering top-notch products, expert advice, and unparalleled customer service. Our culture is built on integrity, teamwork, and a relentless focus on exceeding customer expectations. We invest in our people because we know that our success is directly tied to the dedication and expertise of our team members.

When you join arenaflex, you become part of a community that values hard work, innovation, and continuous improvement. We offer competitive compensation, comprehensive benefits, and ample opportunities for professional growth. Whether you're just starting your career or looking to advance into higher leadership roles, arenaflex provides the resources and support you need to succeed.

Position Overview

As a Customer Experience Manager (CXM) at arenaflex, you will serve as a key member of our store leadership and supervisory team. Your primary responsibility will be to oversee the execution of store standards across the entire operation, with a particular focus on customer service, department availability, and operational processes. You will manage activities that ensure a safe, efficient, and welcoming environment from opening to closing.

This role requires someone who can balance multiple priorities, lead by example, and make decisive decisions when necessary. You'll mentor partners, address customer service escalations, and perform Manager on Duty (MOD) responsibilities. Your ability to communicate priorities effectively, ensure daily tasks are completed, and keep the store running smoothly will be critical to your success.

Key Responsibilities

The Customer Experience Manager role at arenaflex encompasses a wide range of responsibilities, categorized into three main areas:

1. Customer Service & Support (25%)

• Drive customer service and partner engagement: Mentor all team members on proper customer care techniques and ensure your team provides the highest level of customer service at every touchpoint.


• Resolve customer escalations: Handle customer complaints and escalations both within the store and through our Customer Care department, ensuring timely and satisfactory resolutions.


• Prepare for high-volume periods: Ensure Department Managers and Floor Sales Partners are ready for peak sales periods, holidays, and promotional events.


• Monitor customer flow: Track customer movement through checkouts and take action to ensure clients receive fast, friendly assistance.


• Implement corrective actions: Address service gaps and implement improvements as needed to maintain our service standards.

2. People Leadership & Development (25%)

• Provide real-time coaching: Offer immediate coaching based on observations and behaviors to help team members improve and grow.


• Collaborate with leadership: Work closely with Associate Senior Managers regarding formal performance discussions and disciplinary actions when necessary.


• Recognize excellence: Acknowledge partners who meet and exceed expectations using recognition tools and awards to highlight team members demonstrating value-based behaviors and productivity.


• Contribute to performance reviews: Provide input to Associate Senior Managers on partner performance and participate in talent planning for all hourly associates.


• Support hiring processes: Assist the Store Manager and Associate Senior Managers with the interview and hiring process to build a strong team.


• Manage scheduling and attendance: Address missed time-clock punches, schedule changes, call-outs, and communicate with leadership regarding follow-up actions.


• Ensure policy compliance: Guarantee adherence to employment agreement provisions regarding safety as outlined in the Guidelines of Execution.


• Hold partners accountable: Ensure all team members follow Standard Operating Procedures (SOPs) consistently.

3. Manager On Duty & Store Operations (50%)

• Lead store operations: Conduct opening shift meetings and walk through every department to ensure the store is fully prepared for business.
• Communicate priorities: Convey messages, priorities, and tasks to all partners in a clear and timely manner.
• Perform MOD responsibilities: Handle Opening, Closing, and Manager On Duty assignments along with other whole-store core responsibilities.
• Authorize daily needs: Approve daily store requirements with Associate Senior Managers and the Store Manager.
• Monitor task completion: Ensure partners complete all store agendas according to timing expectations.
• Address issues proactively: Provide input to partners, check issue resolution, and ensure preventive actions are in place.
• Maintain safety standards: Ensure all partners follow security, Hazardous Materials (HazMat) procedures, and Health Matters guidelines without exception.
• Equipment maintenance: Verify that all equipment and machinery are functioning properly and report any issues promptly.
• Analyze upcoming events: Review current and upcoming events and advertisements to determine if any action is required, collaborating with appropriate Department Managers or Associate Senior Managers as needed.

Reporting Structure

The Customer Experience Manager reports directly to the Store Manager and is responsible for the direct supervision of work activities of others. This may include direct oversight of a shift or the coordination of various work groups within the store.

Qualifications & Requirements

Minimum Requirements

• Legal authorization: Must be legally allowed to work in the United States.


• Schedule flexibility: Ability to work a flexible schedule, including weekends, holidays, and varying shifts as required by business needs.


• Education: Bachelor's Degree preferred, though equivalent experience will be considered.


• Physical ability: Must be able to stand or walk for extended periods and occasionally lift, handle, or carry moderate weight materials or equipment (8-20 pounds).

Preferred Qualifications

• Retail management experience: Prior experience in whole-store management within a retail environment.


• Big-box retail background: Experience working in large-format retail operations.


• Home improvement industry knowledge: Familiarity with the home improvement industry, products, and customer base.


• Leadership skills: Demonstrated ability to lead, mentor, and develop a team.


• Communication abilities: Strong verbal and written communication skills with the ability to convey information effectively to diverse audiences.


• Problem-solving capabilities: Excellent analytical and problem-solving skills with the ability to make quick, effective decisions.


• Customer focus: A genuine passion for delivering exceptional customer service and creating positive customer experiences.

Working Conditions

The Customer Experience Manager position is primarily located in a comfortable indoor retail environment. However, there may be regular exposure to mild physical discomfort from factors such as dust, fumes or odors, temperature extremes, loud noise, strong drafts, or bright lighting. This role requires constant movement and interaction throughout the store floor.

Compensation & Benefits

arenaflex is committed to providing competitive compensation and a comprehensive benefits package. The hourly pay range for this position is $20 – $30 per hour, depending on experience and qualifications. As a full-time team member, you will have access to:

• Health & Wellness: Medical, dental, and vision insurance options.


• Financial Security: 401(k) retirement plan with company match.


• Paid Time Off: Generous paid vacation, personal days, and holiday pay.


• Employee Discount: Discounts on arenaflex products and services.


• Career Development: Training programs, tuition assistance, and opportunities for advancement.


• Employee Assistance Program: Resources for personal and professional challenges.

Career Growth Opportunities

At arenaflex, we believe in investing in our people and providing clear pathways for career advancement. The Customer Experience Manager role is an excellent stepping stone to higher leadership positions within the organization. As you develop your skills and demonstrate your capabilities, you'll have opportunities to progress to roles such as:

• Associate Senior Manager (ASM)


• Store Manager (SM)


• District Manager


• Regional Leadership Positions

We offer ongoing training, mentorship programs, and leadership development courses to help you reach your full potential. Your growth at arenaflex is limited only by your ambition and dedication.

Why Join arenaflex?

arenaflex is more than just a workplace – it's a place where you can build a rewarding career and make a difference in your community. Here's what makes arenaflex a great place to work:

• Inclusive Culture: We value diversity and create an environment where everyone feels welcome and respected.


• Team Spirit: Our team members support each other and work collaboratively to achieve common goals.


• Customer Focus: We're committed to exceeding customer expectations every single day.


• Innovation: We embrace new ideas and continuously look for ways to improve our operations and customer experience.


• Community Involvement: arenaflex is actively involved in local communities, giving back through various charitable initiatives.

How to Apply

If you're ready to take the next step in your career and join a team that's passionate about customer service and operational excellence, we encourage you to apply today! Please visit our careers page to submit your application.

arenaflex is an equal opportunity employer and values diversity in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, national origin, disability, age, or any other protected characteristic.

Ready to make an impact? Apply now and become part of the arenaflex family!