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Client Experience Supervisor
2 months ago
Position Overview: As a Customer Experience Manager, you will be responsible for fostering a customer-focused shopping environment by overseeing and optimizing front-end operations. Your leadership will ensure that our brand promises are met through exceptional service and efficient processes.
Key Responsibilities:
- Support the Store Manager in enforcing adherence to Standard Operating Procedures (SOPs) and corporate programs, ensuring compliance with all relevant laws and regulations.
- Oversee the execution of front-end policies and procedures, guiding your team to meet their Key Performance Indicators (KPIs).
- Plan and facilitate in-store events and classes in alignment with corporate initiatives.
- Manage omnichannel operations to enhance customer experience.
- Implement shrink and safety programs effectively.
- Assist with financial processes, including cash reconciliation and bank deposits.
- Participate in inventory management activities, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) tasks.
- Contribute to the onboarding process for new team members.
- Train and mentor the customer experience team, focusing on performance management and talent development.
- Act as Manager on Duty (MOD) as required.
- Engage with customers in a respectful and positive manner, providing assistance and solutions to enhance their shopping experience.
- Participate in stock unloading and stocking processes to maintain store standards.
- Cross-train in Custom Framing sales and production when necessary.
- In select locations, oversee the delivery of high-quality custom framing solutions, ensuring timely completion of framing workloads.
Additional Duties: Other responsibilities may be assigned as needed.
Preferred Qualifications:
- Previous experience in retail management is preferred.
Physical Requirements:
- Ability to stand for extended periods.
- Capability to navigate throughout the store.
- Regular bending, lifting, carrying, reaching, and stretching required.
- Ability to lift heavy items and access high shelves using ladders or similar equipment.
- If assistance is needed to perform essential job functions, please communicate with your supervisor to explore reasonable accommodations.
Work Environment: This role is situated in a public retail setting, where you will engage with customers. While most areas are climate-controlled, some stock rooms may not be. Outdoor work may be required for tasks such as retrieving shopping carts or unloading trucks. The frame shop contains specialized equipment, and work hours may include evenings, weekends, and early mornings.
Equal Opportunity Employer: The Michael's Companies is committed to creating an inclusive environment for all qualified individuals. We ensure that individuals with disabilities receive reasonable accommodations to participate fully in the job application process and perform essential job functions.
