Customer Service Manager - (Chantilly, VA)

Company: Wills Group
Location: Sterling
Posted on: August 2, 2022

Job Description:

Guest Experience Manager

Gateway Village Dash In, 24796 Gateway Village Pl, Chantilly, Virginia, United States of America Req #265
Saturday, July 2, 2022

Have you heard? Dash In, a Wills Group company, is Great Place to Work Certified---! We're proud of this achievement and our people who make greatness happen. Want to join a company that puts its people first?

Dash In is seeking a Guest Experience Manager to join our team in our brand new location in Chantilly, VA! The Dash In Guest Experience Manager is a field operations management role that is responsible for the effective and efficient operations of the Front Of House (FOH) retail operation of a Dash IN store. Dash In is a leading regional convenience brand that operates multiple revenue centers within each store that include fuel, convenience products, prepared foodservice, and car wash. Dash In operates a network of 50+ convenience retail locations that encompasses a combination of Franchise and Corporate operations. Our Corporate operations must operate as a "Center of Excellence" that sets the standard for the network in terms of Brand image and standards, guest experience, sales, and profitability.

The Dash In Guest Experience Manager will lead a team of Supervisors and Hourly Associates that deliver an exceptional guest experience in a 24/7 retail environment. Performance in this role will be measured by sales growth, customer feedback, 3rd Party inspections and assessments, Brand standard adherence, and profitability measurements such as inventory loss, labor, and expense controls, etc. Additionally, the Dash In CORP Guest Experience Manager is accountable for setting a positive FOH culture, hiring, training and developing high performing associates, and fostering engagement throughout the store team.

This position requires an in-depth understanding of FOH Dash In Operations, ordering, cleanliness requirements, inventory controls, coaching, cash management, training practices, and all other relevant store functions. This role reports to the Dash In CORP Store Sr. Manager and collaborates with other Dash In Guest Experience Managers, the Training Team, the HR Business Partner, Category Management, and other Operational Managers.

Why You Should Join Dash In

At Dash In, our mantra is: Learn. Grow. Lead. We believe the success of our company lies in the depth and durability of our employees and is why we are committed to continued learning and advancement for all employees. We are proud to offer a flexible job that empowers you with the skill to be a professional, from working with diverse teams and customers to building the foundation for your future. Every day, we are leading in our community, being responsible neighbors and focused on doing what is good for the environment and our neighborhood, not just our bottom line.

Benefits and Perks

We take pride in investing in our people's well-being. That's why we back our words with competitive total rewards packages.

* Financial Well-being -, employer 401 (k) match (currently at 7%), health savings plan, and financial planning
* Physical Well-being - comprehensive health, vision, and dental plans that meet the needs of our people
* Paid Time Off - Vacation, Sick, Personal, and Community Engagement, Parental Leave for new Dads and Moms
* Education and Development Opportunities - 100% Tuition reimbursement to support our people's education goals
* Competitive Pay - competitive pay matched to our competitors
* Bonus - 10% annual bonus opportunity

Key accountabilities (How You'll Make an Impact)

* Assists CORP Store Sr. Manager with Hiring. Trains, Develops and Leads a high-performing team of retail associates that deliver an outstanding guest experience 24/7.
* Orders products effectively to drive sales, maintains adequate levels of C-store inventory, and protects inventory from loss and pilferage.
* Maintains Dash In Brand Standards at all times that include high levels of guest engagement, a clean facility, maintaining a safe environment, and follows all Dash In operational guidelines.
* Effectively manages FOH aspects of the P&L to ensure that retail sales and margins, labor deployment, and variable expenses are meeting or exceeding expectations.
* Communicates effectively up, down and across the organization
* Achieves 3rd party audits and inspections that meet or exceed expectations that include ACL Guest Experience assessments and Branded Wholesaler Inspections.
* Completes Work Activities at the Direction of the Dash In CORP Store Sr. Manager, and/or other Operational Executives.
* Acts as Store Manager in the absence of the Dash IN CORP Sr. Manager, and/or Dash In Foodservice Manager.

Qualifications and skills (What We're Looking For):

* High school diploma or equivalent required; AA or BS degree preferred
* Operational Proficiency
* Strong problem-solving skills
* Effective interpersonal skills
* Ability to Coach, Teach, Develop
* Comfortable communicating & presenting to a team
* Excellent written and oral communication
* Financial & Analytical Capability
* Attention to detail & follow-up
* Independent worker & collaborative
* Results driven
* Ability to work a varied schedule including all day parts and weekends
* Ability to travel to other stores/markets as needed
* Available 24/7 to receive calls and address issues

Required experience (What You Bring to the Table):

* 5+ years' experience in an operations, foodservice, and/or retail environment
* 2+ years' experience leading a team

Other key factors (environmental/physical requirements):

* Must be able to remain in a stationary position for long periods and/or frequently move about inside the workplace.
* Must be able to operate office equipment such as a calculator, computer, printer, etc.
* Employee frequently communicates with customers and other employees for daily operations, training, teleconferences, etc.; must be able to exchange accurate information in these situations.
* Must be able to observe and inspect food service environment to ensure safety standards.
* Must be able to move and lift up to 25 pounds of merchandise or equipment.
* Must have the ability to learn technical material.

Wills Group is an equal opportunity at will employer and does not discriminate against any employee or applicant for employment because of age, race, religion, color, disability, sex, sexual orientation or national origin.

Wills Group strives to maintain a COVID-free workplace. To that end, being fully vaccinated is a condition of employment for all new Wills Group employees. Documentation of the first dose will be required prior to employee's first day of work, with the second dose being obtained within 30 days. Additionally, booster doses are required by March 1, 2022, for those eligible to receive them. Wills Group makes reasonable accommodations for qualified applicants with disabilities, sincerely held religious beliefs, or other conditions protected by applicable law

Other details

* Job Family Retail Operations
* Pay Type Salary
* Min Hiring Rate $55,702.40
* Max Hiring Rate $69,576.80
* Travel Required No
* Required Education High School

Keywords: Wills Group, Sterling , Customer Service Manager - (Chantilly, VA), Hospitality & Tourism , Sterling, Virginia