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Customer Engagement Supervisor

3 months ago

St Albert, Alberta, Canada Michaels Full time
Position Overview

The Customer Experience Manager is responsible for fostering a customer-focused shopping environment by overseeing and executing effective front-end operations. This role includes leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises.

Key Responsibilities
  • Deliver exceptional customer service and ensure adherence to Standard Operating Procedures (SOPs) and Company programs.
  • Manage front-end policies and procedures, achieving key performance indicators (KPIs) while guiding the team to meet their individual KPIs.
  • Plan and lead in-store events and classes in alignment with Company initiatives.
  • Oversee shrink and safety programs, ensuring compliance and effective execution.
  • Assist with cash reconciliation and bank deposits, as well as inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
  • Support the onboarding and training of new team members, providing coaching and performance management to the customer experience team.
  • Act as Manager on Duty (MOD) as needed.
Qualifications

The ideal candidate will demonstrate:

  • A positive and respectful demeanor when interacting with customers and team members.
  • Strong problem-solving skills and the ability to provide solutions to customer inquiries.
  • Willingness to participate in stock management processes, ensuring standards are met.
  • Ability to cross-train in Custom Framing sales and production when applicable.
Physical Requirements

This role requires:

  • Prolonged periods of standing and the ability to move throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching, including lifting heavy boxes and accessing high shelves.

Work is primarily conducted in a public retail environment, with some outdoor tasks as needed. All public areas are climate controlled, while stock rooms may vary in temperature.

Note: Candidates must meet federal, provincial, and local requirements for the position.

Michaels is an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace.

For a comprehensive list of benefits, please refer to our official resources.