Customer Experience Manager
2 weeks ago
We are seeking a highly skilled Customer Experience Manager to lead our front-end operations and deliver exceptional customer service in our Saskatoon-West, SK store. As a key member of our team, you will be responsible for managing and executing effective front-end processes, leading omnichannel initiatives, and maintaining store recovery standards.
Key Responsibilities- Assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements.
- Ensure all front-end policies and procedures are followed, achieve key performance indicators (KPIs), and manage the team to achieve their role KPIs.
- Plan and lead the execution of class and in-store events in accordance with Company programs.
- Lead the omnichannel processes and manage shrink and safety programs.
- Assist with cash reconciliation and bank deposits, inventory processes, and the onboarding of new Team Members.
- 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) and interact with others in an accepting and respectful manner.
- Acknowledge customers, help locate products, and provide solutions.
- Participate in truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
- Cross-train in Custom Framing selling and production.
- Retail management experience preferred.
The ideal candidate will be able to remain standing for long periods, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching. Lifting heavy boxes and accessing high shelves by ladder or similar equipment is also required. If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.
The work environment is a public retail store setting with climate-controlled areas and some outdoor work if assigned to retrieve shopping carts or while unloading trucks. The Frame shop contains glass cutter and heat press, and work hours include nights, weekends, and early mornings.
Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate, and be better together.
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