Manager, Retail Operations and Community Engagement - 220DC

DESCRIPTION/RESPONSIBILITIES:Summary of Job:Responsible for the overall performance of multiple ConnectiCare Center locations and community outreach activities. Ensure that each center executes on all elements required to maximize customer satisfaction including meeting or exceeding all goals; monitor all performance metrics in the centers (sales results, service experience, center appearance, use of tools), and coordinate/resolve any problems or barriers impacting the success of the centers.Lead and coach staff; serve as coordination point for ConnectiCare functional areas and other organizational stakeholders.Responsibilities: Manage ConnectiCare Centers and staff to ensure that customers experiences are meaningful, informative, supportive in-center encounters that result in high customer satisfaction. Promote effective daily center operations for each site; delegate operational activities; manage overall operations of the Centers to meet or exceed performance metrics goals (sales, service, care/wellness support, events, traffic, customer satisfaction and loyalty). Ensure all customers (walk-in, telephonic or electronic) are warmly greeted, their needs are assessed quickly, and they are referred to the appropriate setting, person, information or tools to address their needs. Responsible for effectively communicating policies and procedures to staff, ensure all policies and procedures are adhered to and that the needs of all customers are appropriately addressed. Create a work environment that supports and encourages creativity, customer commitment, teamwork, enthusiasm and personal growth for the professional staff (20+ employees). Manage the physical site/facilities to ensure the property is maintained in all aspects for employees and customers Track, analyze and report on all Center performance, working closely with the Director of Retail Operations to take corrective actions as needed to improve and achieve performance goals. Develop and Execute community engagement strategy and partner with external vendors to engage members. Organize and manage team to participate in community partners events. Create events calendar targeted at engaging members identified to improve overall plan performance Identify and coordinate enhancements and administration of and community events and activities and monitor the metrics and participation to determine the efficacy and success of the events. Coordinate and have oversight of materials and presentations for on-site events; determine use of technology-based solutions to support these activities; work closely with the Director of Retail Operations to implement the changes. Perform other related duties as directed or required.Additional Information Requisition ID: 220DCEqual Opportunity Employer-minorities/females/veterans/individuals with disabilities/sexual orientation/gender identity