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Customer Engagement Leader
3 months ago
Role Overview:
As a Customer Experience Manager, you will be responsible for fostering a customer-focused shopping environment by overseeing and executing efficient front-end operations. Your leadership will guide the omnichannel strategies while ensuring that store recovery standards align with our Brand Promises. You will provide exceptional customer service and support the Store Manager in enforcing adherence to Standard Operating Procedures (SOPs) and Company initiatives, ensuring compliance with relevant laws and regulations.
Key Responsibilities:
1. Ensure all front-end policies and procedures are strictly followed, while achieving your KPIs and managing your team to meet their respective performance metrics.
2. Plan and lead the execution of in-store events and classes in alignment with Company programs.
3. Manage shrinkage and safety initiatives, assist with cash reconciliation, and oversee bank deposits.
4. Support inventory management processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as necessary.
5. Facilitate the onboarding process for new Team Members and provide training, observation, and coaching to the customer experience team (sales floor and cashier) to drive results.
6. Serve as Manager on Duty (MOD) and interact with customers in a respectful and positive manner, even in challenging situations.
7. Acknowledge customer inquiries, assist in locating products, and provide effective solutions.
8. Participate in truck unloading and stocking processes to maintain compliance with truck standards.
Additional Responsibilities (if applicable):
In select locations without a Framing Manager, you will also be responsible for delivering high-quality custom framing solutions on schedule by effectively managing the completion of framing workloads in collaboration with the Store Manager.
Preferred Qualifications:
Prior retail management experience is preferred.
Physical Requirements:
Ability to stand for extended periods, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching. This role may require lifting heavy boxes and accessing high shelves using ladders or similar equipment.
If you require assistance in performing these essential functions, please reach out to your supervisor to discuss potential accommodations.
Work Environment:
This position is set in a public retail store, providing services to our customers. All public areas are climate-controlled, though some stock rooms may not be. There may be outdoor work involved, such as retrieving shopping carts or unloading trucks. The frame shop includes equipment like glass cutters and heat presses, and work hours may include evenings, weekends, and early mornings.
Legal Requirements:
Applicants must meet federal, provincial, and local legal requirements for the position.
Company Commitment:
Michaels is dedicated to fostering an inclusive environment for all Team Members and Makers, encouraging creativity and collaboration.
