Let inspiration bloom



Manager, Customer Experience

Who We Are

Fossil Creek Tree Farm is a family-owned tree farm and garden center located in north Fort Worth on 8.5 beautiful acres, with Fossil Creek running along the backside of the property. Our purpose is to serve our customers by inspiring, educating, and providing a unique shopping experience that helps them create a more beautiful environment.

Named in the Top 100 Independent Garden Centers since 2019 and voted Fort Worth’s Favorite Garden Center for many years, we are known for our wide variety of trees, high-quality shrubs, flowers, and endless inspiration for creating beautiful spaces.

The Haven, is the boutique located at the storefront of Fossil Creek Tree Farm, where we strive to inspire our customers to bring the outside into their homes by curating a selection of nature-inspired goods such as hand-picked houseplants, pottery, art, candles, gifts, and more that change seasonally and provides décor inspiration.

The Haven is where all customers begin and end their customer experience at Fossil Creek therefore it is the heart of our success in achieving our purpose to use our God given talents to inspire, educate and serve our community.

In Fall 2023 we will be adding a Coffee Trailer, located just outside The Haven to offer a drink and snack to enhance the customer experience!

We are seeking a Manager to oversee The Haven and Grace Coffee.


Job Summary

The Customer Experience Manager is responsible for the day-to-day team management and store operations of The Haven and Grace Coffee. The ideal candidate has a strong background in both people management and on-the-floor retail store operations.

This position is for you if you are ready to lead and develop a team to execute our purpose in every facet of our customer journey, enjoy working directly with customers, and are always looking to wow customers by executing creative merchandising designs and a well-kept, fully stocked storefront.


People Management

  • Recruiting and onboarding of Haven Associates and Baristas.
  • Implement Fossil Creek’s overall purpose to inspire, educate and serve and create and unique shopping experience in store and cascade to team members.
  • Support ongoing learning and development of team members personally and professionally.
  • Lead performance management activities, including direct feedback and continuous check-ins, facilitating team acknowledgement and rewards, managing performance documentation, and addressing performance concerns.
  • Address employee concerns or issues, including knowing when to partner with internal support to take appropriate action.
  • Maintains the team schedule to ensure balanced talent is available to serve customers.


Guest Experience

  • Lead an exceptional customer experience on the floor through assessing the level of customer connection and product education and supporting team members to address gaps through feedback and coaching.
  • Provide retail floor leadership to team members, including making in-the-moment decisions to maintain efficiency and effectiveness of retail floor coverage and operations.
  • Resolve customer feedback and address emergent issues, including guest escalations and urgent requests, helping to "make it right" for guests.



  • Maintain strategic product presentation/visual merchandising by ensuring product recovery, restock (e.g., plants or large pieces sold), destock, or minor visual merchandizing changes are accomplished.
  • Open and close the store in accordance with the opening and closing procedures.
  • Understand and adhere to people safety policies and procedures to maintain a safe work environment.
  • Keeps backstock organized and ready to move to in-store displays
  • Assists with reorders of low inventory products for The Haven and Grace Coffee
  • Oversees the check-in of shipments and the organization and tagging of products upon their arrival


What We Look For

  • Integrity: Behaves in an honest, fair, and ethical manner
  • Leadership: Is able and desires to lead and inspire others; motivates, empowers, develops, and directs people as they work
  • Guest Experience: Passionate about serving others and encouraging a love of nature
  • Team Building: Creates and develops teams that use their God given talents to meet the purpose and goals of the Fossil Creek
  • Decision Making/Problem Solving: Uses logic and reasoning to evaluate alternatives and make effective, timely decisions
  • Strategic Thinking: Sets strategies that are aligned to vision and values of Fossil Creek to achieve goals/vision/further the mission; considers the 'big picture' implications of decisions
  • Interactive Communication: Conveys information effectively and understands information shared while interacting with others


Experience We Expect

  • Management Experience (3+ Years Required)
  • Customer Service Experience (5+ Years Required)
  • Boutique or Small Shop Retail Experience (3+ Years Required)
  • Coffee Barista experience (Preferred)
  • Merchandising Experience (Preferred)
  • Indoor Plant Knowledge (Preferred)
  • Full-Time Position
  • Availability to work Monday through Saturday shifts (Saturday shift required)
  • Ability to lift 50lbs
  • Ability to walk or maneuver around the store for 6+ hours per shifts



  • Paid Time Off
  • Closed on Sundays
  • Paid Vacation from Christmas and New Years
  • Industry Personal Development Opportunities
  • Allowance for Non-Work-Related Personal Development
  • Employee Discount


Newer Post →

Contact Us


Get Inspired