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Customer Engagement Supervisor
3 months ago
Role Overview:
As a Customer Experience Manager, you will play a pivotal role in fostering a customer-focused shopping environment by overseeing and executing efficient front-end operations. Your leadership will drive omnichannel initiatives and uphold our store's recovery standards to fulfill our Brand Promises. You will be responsible for delivering exceptional customer service and ensuring a positive shopping experience.
Key Responsibilities:
- Assist the Store Manager in enforcing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with relevant laws and regulations.
- Monitor the execution of Company policies and standards, holding the team accountable for store conditions and performance outcomes.
- Ensure all front-end policies and procedures are adhered to, while achieving your Key Performance Indicators (KPIs) and guiding your team to meet their respective KPIs.
- Plan and lead the execution of in-store events and classes in alignment with Company programs.
- Manage shrinkage and safety initiatives, and assist with cash reconciliation and bank deposits.
- Support inventory management processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as necessary.
- Facilitate the onboarding process for new Team Members.
- Train, observe, and mentor the customer experience team (sales floor and cashier) to achieve desired results; engage in the performance management process and support the Talent Development of your team.
- Serve as Manager on Duty (MOD) and interact with customers in a respectful and positive manner, even in challenging situations.
- Acknowledge customer inquiries, assist in locating products, and provide effective solutions.
- Participate in the unloading and stocking processes to ensure compliance with truck standards.
Additional Responsibilities:
In select locations without a Framing Manager, you will also:
- Lead the delivery of high-quality custom framing solutions to customers, ensuring timely completion of framing workloads in collaboration with the Store Manager.
Preferred Qualifications:
- Previous experience in retail management is preferred.
Physical Requirements:
- Ability to remain standing for extended periods and move throughout the store.
- Regular bending, lifting, carrying, reaching, and stretching; ability to lift heavy boxes and access high shelves using ladders or similar equipment.
- Public retail environment; all public areas are climate-controlled, with some stock rooms potentially not climate-controlled; outdoor work may be required for tasks such as retrieving shopping carts or unloading trucks.
Important Note:
Applicants must meet federal, provincial, and local legal requirements for the position.
Company Commitment:
Michaels is an Equal Opportunity Employer, dedicated to fostering an inclusive environment for all Team Members and Makers to create, innovate, and thrive together.
