Assistant Manager Customer Experience

Overview

As the Assistant Manager of Customer Experience, you contribute to profitable sales growth by attracting, developing, leading, retaining and engaging associates, leading strategies and initiatives, and executing sales building programs to enhance the customer experience through driving performance standards.

Primary Responsibilities:

• Customer Service and Sales-Models, coaches, and holds team accountable for outstanding customer service. Leads the Manager on Duty (MOD) program, observes, engages, and coaches in the moment to enhance each manager's and supervisor's ability to execute and develop their own respective teams, and that associates are focused on the right priorities
• Human Resources/Talent Management- Sources and screens talent and proactively partners with store leadership to deliver consistent and effective hiring processes. Oversees store payroll and other payroll functions to ensure associates receive appropriate pay for hours worked. Ensures that CES schedules and conducts new hire orientation, and that training is delivered by the appropriate leader.  Schedules talent and resources to help achieve profit expense targets, effectively deliver exceptional service, and fully keep associates engaged.
• Store Operations- Oversees all pricing and signing processes including workload planning, weights and measures, price changes and re-ticketing, Door to Floor process, achievement of productivity target by setting goals and monitoring pace of work. Establishes and maintains stockroom processes including overall organization and work safety initiatives, receiving, shipping and reverse logistics including all third-party carrier processes (FedEx, UPS, etc.).

Core Competencies & Accomplishments:

To achieve success at JCPenney, a manager will possess the following competencies:

• Prioritizes Customers: Puts customer needs first and prioritizes what matters most to them. Identifies and removes barriers to provide excellent service and experiences.
• Takes Accountability: Takes responsibility for excellent customer experiences and reliably delivers solutions that meet customer needs.
• Produces Results: Demonstrates a sense of urgency to act decisively and quickly while establishing aggressive goals and takes appropriate risks to achieve results.
• Works Collaboratively: Collaborates cross-functionally by sharing information, seeking input from diverse perspectives, and working towards shared goals.
• Work experience- Minimum of 2 years retail leadership experience
• Education- bachelor's degree or equivalent work experience

Merchandise Execution

• Own in-stock levels through effective merchandise replenishment activities.

• Maintain high merchandise presentation standards throughout the store.

• Actively lead the team in planning and executing merchandise and visual elements.

• Ensure company merchandising standards are consistently executed.

Customer Service & Sales

• Model, coach, and hold the team accountable for delivering outstanding customer service.

• Oversee the Manager on Duty program to ensure associates are engaged and customers are serviced appropriately.

• Support sales-building programs that improve the customer experience and drive profitable sales growth.

• Reinforce performance expectations through consistent coaching and follow-up.

Omnichannel

• Support Omnichannel initiatives to further drive sales and customer service.

• Own training and coaching related to Omnichannel processes and execution.

• Ensure associates understand and execute Omnichannel standards consistently.

Specialty Businesses

• Drive sales growth in Fine Jewelry, Window, and Mattress businesses by leading and engaging associates.

• Own the planning and execution of special events within specialty businesses.

• Partner with store leadership to identify opportunities and improve specialty business performance.

Team Development

• Partner with the store management team to source and hire talent for hourly positions.

• Play an active role in training, coaching, and developing associates.

• Provide in-the-moment feedback and address performance issues as needed.

• Support associate engagement and development through consistent leadership presence.

Performance Standards

• Consistently meet established performance standards, including but not limited to:

• Shrink and safety initiatives

• Omnichannel execution

• Scheduling efficiency

• Associate relations and engagement

• Customer service

• Profitability

• Productivity

• Attendance

What You Get

• Eligibility for bonus under the Management Incentive Plan.

• A competitive benefits package, if eligible, including:

• Medical, dental, and vision benefits

• Term life insurance

• Paid vacation and holidays*

• 401(k) with company match

• Associate merchandise discount across all Catalyst Brands

All associates are eligible for an associate discount on merchandise at Catalyst Brands.

For paid holidays, associates who are eligible for paid vacation are also eligible for eight paid holidays during the calendar year. Store hourly associates scheduled to work on a designated holiday will receive additional compensation.

• For paid vacation days and eligibility requirements for other benefits, please visit www.catalystbrandsbenefits.com.

About Catalyst Brands

Catalyst Brands ignites America's most beloved retail brands to make fashion accessible to all. Our portfolio features the legendary department store JCPenney, as well as iconic specialty retail brands Aéropostale, Brooks Brothers, Lucky Brand, and Nautica.

Established in 2025, when JCPenney and the former SPARC Group combined, Catalyst Brands operates approximately 1,800 retail stores, shop-in-shops, and eCommerce platforms throughout the U.S. and Canada. Catalyst Brands also serves leading wholesale accounts in North America and beyond.

For more information, visit www.catalystbrands.com.

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Pay Range

USD $43,400.00 - USD $62,000.00 /Yr.