Customer Experience Director

2 weeks ago

Calgary, Alberta, Canada Michaels Full time

About the Job

As a Customer Experience Director at Michaels, you will be responsible for delivering exceptional customer experiences in our stores. This role involves leading front-end operations and ensuring that our brand promises are met.

Key Responsibilities

  • Assist 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, achieving your KPIs and managing 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.
  • Manage and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits.
  • Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Assist with the onboarding of new Team Members.
  • Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team.
  • Serve as Manager on Duty (MOD).
  • Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations; promote commitment to the organization's vision and values; project a positive image; and serve as a role model for others.
  • 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.
  • Manage and execute the shrink and safety programs.
  • Cross train in Custom Framing selling and production.

About You

We're looking for someone with retail management experience who can deliver exceptional customer experiences and drive sales growth. The ideal candidate will have strong leadership skills, excellent communication skills, and the ability to work effectively in a fast-paced environment.

What We Offer

  • An estimated annual salary of $60,000 - $80,000 based on location and experience.
  • A comprehensive benefits package including medical, dental, and vision insurance.
  • A 401(k) plan with company match.
  • Tuition reimbursement program.
  • Opportunities for career advancement.

Physical Requirements

  • Ability to remain standing for long periods of time.
  • Ability to move throughout the store.

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