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Customer Engagement Supervisor
2 months ago
Role Overview:
As a Customer Experience Manager, you will be responsible for cultivating a customer-focused shopping environment by overseeing and executing efficient front-end operations. Your leadership will guide the omnichannel processes and uphold store recovery standards to fulfill our Brand Promises.
Deliver exceptional customer service while assisting the Store Manager in ensuring compliance with Standard Operating Procedures (SOPs) and Company initiatives. You will be accountable for the execution of Company policies and standards, ensuring that all team members adhere to store conditions and performance outcomes.
Monitor adherence to front-end policies and procedures, achieving your Key Performance Indicators (KPIs) while guiding your team to meet their individual KPIs. Plan and facilitate in-store events and classes in alignment with Company programs. Manage shrinkage and safety protocols, assist with cash handling and bank deposits, and support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as necessary. Participate in the onboarding process for new Team Members.
Train, observe, and mentor the customer experience team (both sales floor and cashier) to drive results; engage in the performance management process; support the development of your team’s talent; and utilize leadership competencies for ongoing self-improvement.
Key Responsibilities:• Serve as Manager on Duty (MOD).
• Interact with customers in a respectful and positive manner, even in challenging situations; embody the organization's vision and values; project a positive image and serve as a role model for others.
• Acknowledge customer inquiries, assist in locating products, and provide effective solutions.
• Participate in the unloading and stocking processes to ensure compliance with truck standards and budget.
• In select locations without a Framing Manager, lead the timely delivery of high-quality custom framing solutions by managing the completion of framing workloads in collaboration with the Store Manager.
Preferred Knowledge/Skills/Abilities:
Experience in retail management is preferred.
Physical Requirements:
Ability to stand for extended periods, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching. Capable of lifting heavy boxes and accessing high shelves using ladders or similar equipment. If assistance is needed to perform essential job functions, please consult your supervisor to explore reasonable accommodations.
The work environment includes a public retail store setting focused on customer care; all public areas are climate-controlled, although some stock rooms may not be. Some outdoor work may be required for tasks such as retrieving shopping carts or unloading trucks. The frame shop contains specialized equipment, and work hours may include evenings, weekends, and early mornings.
Applicants must meet federal, provincial, and local legal requirements for the position.
Michaels is an Equal Opportunity Employer, committed to supporting all Team Members and Makers in creating, innovating, and growing together.
For a comprehensive list of benefits, please visit: Michaels Benefits
