Customer Experience Manager

3 weeks ago


Whitby, Canada Michaels Full time
Job Summary

We are seeking a highly skilled Customer Experience Manager to lead our front-end operations and deliver exceptional customer service. As a key member of our team, you will be responsible for managing and executing our customer-centric strategies, ensuring a seamless shopping experience for our customers.

Key Responsibilities
  • Lead and manage the execution of our customer-centric strategies, ensuring a seamless shopping experience for our customers.
  • Assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
  • Ensure all front-end policies and procedures are followed, achieving key performance indicators (KPIs) and managing the team to achieve their role KPIs.
  • Plan and lead the execution of class and in-store events in accordance with Company programs.
  • Manage and execute shrink and safety programs, ensuring a safe and secure shopping environment.
  • Assist with cash reconciliation and bank deposits, as well as inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
  • Train, observe, and coach the customer experience team to achieve results, participate in the performance management process, and support Talent Development.
  • Serve as Manager on Duty (MOD), interacting with customers and team members in an accepting and respectful manner.
  • Participate in the truck unloading and stocking processes, ensuring truck standards are followed and completed within budget.
  • Cross-train in Custom Framing selling and production, leading the delivery of high-quality custom framing solutions to our customers.
Preferred Qualifications
  • Retail management experience preferred.
Work Environment

Our store is a public retail setting with a climate-controlled environment. Some stock rooms may not be climate controlled, and outdoor work may be required to retrieve shopping carts or unload trucks. The Frame shop contains glass cutters and heat presses. Work hours include nights, weekends, and early mornings.

Michaels is an Equal Opportunity Employer. We are committed to creating a diverse and inclusive work environment where all team members and customers feel valued and respected.



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