Experience Manager

Ann Arbor, MI, USA|Remote, Travel, Onsite

Job Overview

Employment Type

Full-time

Compensation

Hourly

Range $20.50 - $30.05

Work Schedule

Standard Hours

Flexible

Benefits

weekly pay

Scheduling flexibility

Paid parental leave

Team member discount

Career growth opportunities

Medical insurance

Dental Insurance

Life insurance

Employee assistance program

401(k) plan with employer match

Job Description

Fresh Thyme Farmers Market is a rapidly growing grocery retailer focused on providing fresh, natural, and organic food options at affordable prices across the Midwest. Established in 2012, the company has continuously expanded by creating a unique shopping experience that combines quality products with community-focused values. Known for its passion for helping customers live healthier lives, Fresh Thyme emphasizes real food, real people, and real savings. The company fosters a promote-from-within culture, encouraging career growth and development among team members while maintaining a vibrant, fast-paced work environment.

As a leader in the retail grocery market specializing in organic and natural foods, Fresh Thyme is dedicated to being a trusted resource in the communities it serves. The brand offers customers an enjoyable and intuitive shopping experience, guiding them through their wellness journeys with honest and affordable products. Team members at Fresh Thyme benefit from a supportive workplace culture that values teamwork, community involvement, and continuous improvement.

The Customer Experience Manager role at Fresh Thyme is pivotal in ensuring all aspects of the Front End Department run smoothly and efficiently while maintaining high customer service standards. This position is responsible for managing staffing, overseeing in-store and digital customer interactions, and ensuring adherence to operational and procedural guidelines. The Customer Experience Manager works collaboratively with multiple departments to deliver a seamless and positive checkout experience for customers. They are tasked with monitoring key performance metrics, controlling costs, managing schedules, training employees, and ensuring regulatory compliance, particularly with food safety and health department standards.

In addition, this role involves managing e-commerce compliance, handling cash office duties, and supporting hiring and onboarding processes. It requires a detail-oriented and proactive leader with excellent communication skills, the ability to multitask, and a strong customer service focus. Fresh Thyme offers competitive compensation for this role, with a base pay range of $20.50 to $30.05 per hour depending on experience and qualifications. Compensation also includes incentive bonuses that reward individual and company performance.

Fresh Thyme prioritizes the well-being of its employees by providing comprehensive benefits packages for full-time team members, including medical, dental, and life insurance. Part-time employees also receive benefits such as paid parental leave, access to a 24/7 Employee Assistance Program, and participation in a 401(k) plan with employer matching. The company supports work-life balance, long-term health, financial security, and professional development, making it an excellent environment for employees to grow and thrive in their careers.

Job Requirements

High school diploma or equivalency degree
Minimum 2 years professional experience
Preferred 2-3 years grocery retail experience
Previous experience in natural foods industry is a plus
Accounting and cash handling background preferred
Must maintain highest customer service at all times
Ability to adapt to high volume retail environment
Capacity to take initiative when problems arise
Flexibility to adapt in various situations
Advanced attention to detail
Excellent written and verbal communication skills
Knowledge of MS Office including Outlook, Word and Excel
Ability to multitask and have excellent organizational skills
Must be able to lead and support team goals
Ability to work varied hours and days
Familiarity with health department guidelines as they pertain to grocery retail environment
Ability to read and understand financial statements
Must have ability to motivate and train staff effectively

Job Qualifications

High school diploma or equivalency degree
Minimum 2 years professional experience
Preferred 2-3 years grocery retail experience in Office Management processes and procedures
Previous experience in natural foods industry is a plus
Accounting and cash handling background preferred
Must maintain highest level of customer service
Ability to adapt to high volume retail environments in a cross-functional team
Capacity to take initiative when problems arise
Flexibility to adapt in various situations
Advanced attention to detail with capability to prioritize and meet deadlines
Excellent written communication and documentation skills
Excellent verbal communication and interpersonal skills for cross-functional interaction
Knowledge of MS Office including Outlook, Word, and Excel
Preferred knowledge of Workday and Kronos UKG
Ability to multitask and strong organizational skills
Leadership skills to support and contribute to team goals
Ability to work varied hours based on business needs
Familiarity with Health Department guidelines and grocery retail regulations
Efficient planning and execution skills
Ability to improve staff performance through motivation and training
Ability to read and understand financial statements
Ability to take immediate corrective actions using independent judgment

Job Duties

Provide a positive checkout experience and measure results through reporting tools
Transform customer service opportunities into positive solutions
Work with all departments to ensure and maintain a positive customer experience
Ensure cleanliness and appearance of customer-facing areas, parking lot, and store exterior, ensuring safety of team members, customers, and company assets
Review weekly sales and labor projections for the Front End department to maximize sales and profits, ensuring operations are within labor percent allowed
Monitor and control all costs and expenses, including store purchases and inventory control, controlling shrink
Manage the Front End Department including developing, scheduling, and initiating performance reviews, and ensure team is trained on all policies and procedures
Manage e-commerce compliance ensuring quality items are picked and delivered timely
Oversee shift operations including department coverage, work schedules, and lane assignments
Ensure compliance by following food safety protocols when handling products
Communicate scanning and pricing errors following outlined processes
Submit paperwork for new hires, terminations, and maintain employee records per state law
Complete daily cash office duties and report discrepancies to Store Director
Reconcile monthly vendor statements and maintain invoice files
Partner with Regional HR Manager for employee benefits, payroll, and leave issues
Maintain store job requisitions and support leaders during hiring and onboarding
Perform other duties as assigned