Customer Experience Manager

1 day ago

Calgary, Alberta, Canada Michaels Full time
Job Description

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

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, as well as inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Assist with the onboarding of new Team Members and train, observe, and coach the customer experience team to achieve results.
  • 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 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 customers on time.
Requirements:
  • Retail management experience preferred.
  • Ability to remain standing for long periods of time, 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.
Work Environment:
  • Public retail store setting with climate-controlled areas and some outdoor work.
  • Frame shop contains glass cutter and heat press.
  • Work hours include nights, weekends, and early mornings.
Michaels is an Equal Opportunity Employer.

We are committed to creating a diverse and inclusive work environment where all Team Members and Makers can thrive. To review a comprehensive list of benefits, please visit MIKBenefits.com.

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