Senior Customer Experience Manager – Retail Operations & In‑Store Service Leadership – $25‑$35/hr – Full‑Time – Illinois

About arenaflex – Redefining the Home Shopping Experience

arenaflex is a global leader in online home furnishings and décor, empowering millions of customers to discover, design, and purchase the perfect pieces for their living spaces. With a vibrant blend of technology, creativity, and retail expertise, arenaflex continuously pushes the boundaries of what a modern shopping experience can be. Our mission is to make every home feel uniquely yours, and we achieve that by delivering exceptional service, innovative solutions, and a culture that celebrates curiosity and collaboration.

Why This Role Matters

As the Senior Customer Experience Manager for our retail locations in Illinois, you will be the driving force behind a high‑performing team of Customer Service Specialists. You will shape the end‑to‑end journey that connects our customers with the arenaflex brand— from the moment they browse online, through in‑store pickup, to post‑purchase support. Your leadership will directly influence customer satisfaction, store profitability, and the overall reputation of arenaflex as a trusted home‑goods partner.

Key Responsibilities

• Strategic Design of Customer Journeys: Map, design, and continuously improve the full lifecycle of the customer experience across all touchpoints, including Checkout, Payment, In‑Store Pickup, and Ongoing Support.
• Cross‑Functional Collaboration: Partner closely with B2B teams, Marketing, Visual Merchandising, Logistics, Sales, and the Service & Follow‑Up groups to ensure seamless handoffs and consistent brand messaging.
• Identify & Close Experience Gaps: Use data‑driven insights to pinpoint friction points in the journey, develop action plans, and lead execution to close those gaps.
• In‑Store Execution & SOP Management: Oversee the implementation of standard operating procedures (SOPs) for new store openings, seasonal remodels, and ongoing operational enhancements.
• Content Governance: Work with the Content & Store Communications teams to keep all customer‑facing content accurate, relevant, and actionable for field teams.
• Training & Development: Design and deliver comprehensive training programs for new hires and existing staff, fostering a culture of continuous learning and performance excellence.
• Project Management: Lead rollout schedules for new capabilities, processes, and technology integrations, coordinating with Workspace partners and store teams.
• Performance Monitoring: Track checkout and return metrics against targets, analyze trends, and recommend process improvements.
• Customer Insight Generation: Analyze competitive activity, shopper behavior, and emerging support trends to provide actionable insights to leadership.
• Financial Oversight: Supervise store cash handling procedures, ensuring compliance with financial controls across all monetary touchpoints.

Essential Qualifications

• Minimum 4 years of retail leadership experience, with at least 3 years in a managerial capacity overseeing large, customer‑facing teams.
• Proficiency with arenaflex Suite tools (Docs, Sheets, Slides, Calendar/Gmail) for documentation, reporting, and communication.
• Exceptional verbal and written communication skills, with the ability to influence and motivate diverse audiences.
• Demonstrated ability to thrive in a fast‑paced, innovative environment while juggling multiple priorities.
• Entrepreneurial mindset paired with a collaborative spirit; a passion for solving complex problems.
• Strong organizational and time‑management abilities, coupled with a high degree of personal accountability.
• Willingness to work a full‑time schedule (40 hours/week) that includes opening, closing, and weekend shifts as needed.

Preferred Qualifications

• Experience in the home‑goods or furniture industry, providing insight into product knowledge and seasonal trends.
• Proven track record as a Customer Support Lead or Service Manager, consistently meeting or exceeding performance targets.
• Familiarity with omnichannel retail strategies, including e‑commerce integration and in‑store pickup logistics.
• Advanced analytical skills, with experience turning data into actionable operational improvements.

Physical & Practical Requirements

• Ability to see, hear, and speak clearly; strong visual discrimination and manual dexterity.
• Capability to sit or stand for extended periods throughout the workday.
• Proficient reading and writing abilities, solid numeracy, judgment, and independent decision‑making.
• Physical capacity to lift and move items weighing up to 50 lbs safely.

Core Skills & Competencies

• Leadership & Coaching: Inspire, develop, and retain top talent through mentorship, feedback, and performance management.
• Customer‑Centric Thinking: Keep the customer at the heart of every decision, ensuring a seamless, delightful experience.
• Process Optimization: Apply Lean, Six Sigma, or similar methodologies to streamline operations and reduce waste.
• Data‑Driven Decision Making: Leverage analytics to identify trends, set KPIs, and drive continuous improvement.
• Collaboration & Influence: Build strong relationships across functional teams and influence outcomes without direct authority.
• Adaptability: Remain agile in a rapidly evolving retail landscape, embracing new technologies and market shifts.

Career Growth & Learning Opportunities

arenaflex invests heavily in the professional development of its employees. In this role, you will have access to:

• Structured leadership development programs, including mentorship from senior executives.
• Cross‑functional project assignments that broaden your skill set and visibility across the organization.
• Certification courses in retail operations, customer experience design, and data analytics.
• Opportunities to advance into regional or corporate roles, such as Director of Customer Experience or Head of Retail Operations.

Work Environment & Culture at arenaflex

Our stores are vibrant, collaborative spaces where creativity meets commerce. arenaflex fosters an inclusive culture that celebrates diverse perspectives, encourages experimentation, and rewards initiative. Employees enjoy:

• A supportive team atmosphere where ideas are heard and acted upon.
• Flexible scheduling options to promote work‑life balance.
• Employee resource groups focused on community building, sustainability, and innovation.
• Regular social events, wellness programs, and volunteer opportunities that reinforce our commitment to the broader community.

Compensation, Perks & Benefits

arenaflex offers a competitive hourly wage ranging from $25 to $35 per hour**, based on experience and performance. In addition to base pay, you will receive: