Hy-Vee Food Stores Customer Experience Director - Full Time in Peoria, Illinois

Job Title: Customer Experience Director FLSA: Non-Exempt

Department: Grocery Revision Date: 09/2017

General Function:

Provides prompt, efficient and friendly customer service. Ensures store conditions are clean and properly maintained. Counsels with department heads and employees regarding performance reviews, personnel issues, scheduling, etc. Coordinates a variety of items including donations, club/meeting rooms, community outreach, etc. Works closely with the store management to ensure maximum employee satisfaction and retention.

Reporting Relations:

Accountable and Reports to: Store Director; Assistant Director, Perishables, Operations, Health Wellness Home

Direct Reports: Human Resources, Customer Care and Education Manager, Customer Service Manager

Primary Duties and Responsibilities:

  • Maintains a positive attitude; creates an atmosphere of friendliness and fun through flexibility and teamwork. Generates a friendly atmosphere by encouraging employees to greet and speak to customers; providing prompt, courteous, and efficient service to customers and sets a good example.

  • Provides prompt, efficient and friendly customer service by exhibiting caring, concern and patience in all customer interactions and treating customers as the most important people in the store

  • Smiles and greets customers in a friendly manner, whether the encounter takes place in the employee’s designated department or elsewhere in the store

  • Makes an effort to learn customers’ names and to address them by name whenever possible.

  • Assists customers by:

  • escorting them to the products they’re looking for

  • securing products that are out of reach

  • loading or unloading heavy items

  • making note of and passing along customer suggestions or requests

  • performing other tasks in every way possible to enhance the shopping experience

  • Works with co-workers as a team to ensure customer satisfaction and a pleasant work environment.

  • Maintains cleanliness inside and outside of the store and arranges any repairs needed.

  • Provides food safety training for all employees within the store and ensures all employees complete the Hy-Vee On-Line Food Safety Training.

  • Oversees with Customer Care and Education Manager and Human Resources manager to insure proper training and onboarding procedures

  • Work with marketing director and vendors to build local sponsorships and community programs.

  • Be available to represent Hy-Vee at local events, presentations and promotions.

  • Establishes new relationships and maintain existing ones with the surrounding communities.

  • Handles and arranges all donation requests.

  • Oversees the meeting/club room.

  • Handles and satisfies customer issues.

  • Participate on store planning committee to plan events such as Springtime party, Veteran’s Day and other employee events.

  • Oversees store employee development and counsels where necessary.

  • Schedules employees as needed, honors employee time off requests, and replaces employees that call in.

Secondary Duties and Responsibilities

  • Coordinates quarterly part-time employee meetings.

  • Coordinates store Service Award program for all employees.

  • Conducts tours of store for schools and civic organizations.

  • Orders supplies for office and departments.

  • Assists in other areas of store as needed.

  • Performs other job related duties and special projects as required.

Education and Experience:

High school diploma or equivalent required; Six months to one year of previous related work experience.

Physical Requirements:

  • Must be physically able to exert up to 50 pounds of force occasionally; exert up to 20 pounds of force frequently; and exert up to 10 pounds of force constantly to move objects.

  • Visual requirements include vision from less than 20 inches to more than 20 feet with or without correction, depth perception, color vision, and field of vision.

  • Must be able to perform the following physical activities: Climbing, balancing, stooping, kneeling, reaching, standing, walking, pulling, lifting, grasping, feeling, talking, hearing, and repetitive motions.

Knowledge, Skills, Abilities and Worker Characteristics:

  • Must have the ability to solve practical problems; variety of variables with limited standardization; interpret instructions.

  • Ability to do arithmetic calculations involving fractions, decimals, and percentages.

Possess the ability to interview to obtain basic information; guide people to provide basic direction; follow technical manuals and have increased contact with people.

Working Conditions:

This position is exposed to dust, noise, and temperature extremes. There are possible equipment movement hazards; electrical shock, and exposure to chemicals and solvents. This is a fast paced work environment.

Equipment Used to Perform Job:

Pallet jack, box cutter, cash registers, knives, trash compactor, cardboard baler, fork lift, computer, calculator, telephone, FAX machine, two wheeler, register computer, use of limited power equipment, delivery vehicle, related store equipment.


Has access to confidential information, which may include pricing, sales reports, profit and loss reports, and wages.


Has daily contact with customers, employees, suppliers/vendors, and the general public. Occasional contact with federal or state regulatory agencies regarding inspections.