Senior Manager of Service Experience

The Senior Manager of Service Experience at PCC is responsible for establishing and elevating our co-op’s service culture as a unique differentiator in the marketplace. This role will lead, directly and through influence, educational, experiential and training initiatives that differentiate the PCC Community Markets brand through exceptional customer service, staff engagement, and an interactive store shopping experience. The Senior Manager of Service Experience supports PCC’s 15 stores across the Puget Sound area in key aspects of store atmosphere, service culture and staff engagement, and serves as a resource to Store Leadership, Office Leadership and employees across the organization. Their oversight includes, but is not limited to, developing service standards, hiring standards, service training, staff education, in-store experiences, and retail programming.

This position will be instrumental in fostering a culture that celebrates food and people across the organization, empowers employees, and creates lasting connections with our co-op's members and shoppers. They provide direction by leading the work to define and implement service standards, policy, programs, processes and practices and act as a resource to all staff, including the Store Directors, setting the standard for customer excellence and demonstrating PCC’s leadership behaviors. They work collaboratively with the Human Resources, Marketing + Purpose, Operations and Merchandising teams to support a high level of execution of PCC service standards, guidelines and expectations at all levels within the organization.

PCC is committed to welcoming  people of all identities, cultures and backgrounds. As a triple-bottom line co-operative, our vision , mission, and values stand firmly rooted in the nourishment and well-being of our planet, its people and communities.

While racism and colonialism continue to play a significant role in shaping  food systems, PCC is committed to cultivating justice-centered relationships that do not exploit.

PCC does not tolerate bigoted behavior within our community. Accordingly, we take action to foster a safe and inclusive environment.

Our Vision

To inspire and advance the health and well-being of people, their communities, and our planet.

Our Mission

We ensure that good food nourishes the communities we serve, while cultivating vibrant local, organic food systems 

Our Values

We foster high standards

We act with integrity

We embrace stewardship

We take action because we care

In addition, leaders are expected to:

Build Effective Teams

Ensure Accountability

Inspire Others

Planning and Organization

• Establish a standard for the PCC shopping experience consistent with the co-op’s strategic plan and objectives
• Elevate and maintain service standards that sets PCC apart from other grocery retailers
• Foster a culture of hospitality and service to create a customer-centric and community-focused atmosphere in stores

Training and Development

• Partner with the Training Team to design and deliver engaging, discussion-based service culture education programs
• Provide in-store training support and identify training opportunities across the co-op
• Serve as a resource and support to the Store Directors and Assistant Store Directors on service standards

Customer Engagement

• Create a customer success roadmap with key objectives, initiatives, and timelines including a visual future state
• Identify opportunities to raise the standard for exceptional, authentic, and informed customer service
• Champion service initiatives, milestones and accomplishments and celebrate outstanding results

Staff Engagement

• Develop clear, consistent messaging to communicate our co-op’s service identity and values to all staff members
• Implement creative training methods that invite staff discussions on service excellence
• Work directly with store management in store to provide “hands-on” support and regularly connect with staff

Team Leadership and Collaboration

• Collaborate with key members of the Operations team to inform, create and update service experience store policies
• Identify areas across the co-op that require additional focus, support and problem-solving to achieve consistent and best-in-class store shopping experiences
• Set performance metrics and goals for the Service Experience team and mentor team members to ensure their success

Data Analysis and Reporting

• Develop and maintain a dashboard tracking key customer metrics and KPIs

• Analyze customer data and feedback to identify trends, patterns, and improvement opportunities
• Present regular updates to office and store leadership on service success initiatives and results

• 10+ years of experience in customer-facing management roles, preferred within retail and grocery industry
• 5 + years of experience in program or project management, preferred in retail and grocery industries.
• Established history of implementing service strategies that produce strong results
• Experience in developing and resourcing organization-wide programs through influence and initiative
• Exceptional written and verbal communication and executive presentation skills
• Strong organizational ability and strategic planning skills
• Advanced analytical and strategic thinking capabilities
• Proficiency in CRM software and data analytics tools
• Intermediate level of computer skills and proficiency in Microsoft Office Suite
• Strong problem-solving and negotiation skills
• Confident and experienced in public speaking
• Customer success certifications are a plus
• Flexible schedule with availability to meet the business needs
• Must be willing to work at all PCC locations as needed
• Must be able to meet physical demands including standing, bending, twisting, repetitive motion, and lifting 10–40lbs regularly

• Medical, Vision, Dental, Life Insurance, Short Term Disability, Long Term Disability, Parental Leave 
• PTO Accrual – 0.08 hours per hour worked   
• 6 paid holidays per year  
• 401(k) Profit Sharing Contribution 
• Discounted ORCA Pass  
• PCC Cooking Classes Discount 
• Staff Discount on In-Store Purchases  
• Flexible Spending Account (FSA)  
• Free PCC Co-op Membership  
• Bereavement Leave  
• Employee Assistance Program 

PCC Benefits Page:  

• https://www.pccmarkets.com/about/jobs/benefits/ 

Reports to: VP of Operations

Direct Reports: Front End and Service Experience Manager, Office Administrator