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Customer Experience Manager

2 months ago

Airdrie, Canada Michaels Full time
Job Title: Customer Experience Manager

Michaels is seeking a Customer Experience Manager to lead our front-end operations and deliver a customer-centric shopping experience. As a key member of our team, you will be responsible for managing and executing effective omnichannel processes, maintaining store recovery standards, and delivering friendly customer service.

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 your KPIs, and manage your 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 and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits, and assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Train, observe, and coach the customer experience team to achieve results, participate in the performance management process, and support Talent Development of your team.
  • Serve as Manager on Duty (MOD) and interact with others in an accepting and respectful manner.
  • Acknowledge customers, help locate the product, and provide solutions.
  • Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
  • Cross-train in Custom Framing selling and production, and lead the delivery of high-quality custom framing solutions to our customers on time.
Preferred Qualifications:
  • Retail management experience preferred.
Work Environment:
  • Ability to remain standing for long periods of time.
  • Ability to move throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate, and be better together.