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Customer Experience Manager
2 months ago
We are seeking a highly skilled Customer Experience Manager to join our team at Michaels Stores. As a Customer Experience Manager, you will be responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations.
Key Responsibilities- Lead and Manage Front-End Operations: 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 Customer Satisfaction: Ensure all front-end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs.
- Plan and Execute Events: Plan and lead the execution of class and in-store events in accordance with Company programs.
- Manage Omnichannel Processes: Lead the omnichannel processes.
- Manage Shrink and Safety Programs: Manage and execute shrink and safety programs.
- Assist with Cash Reconciliation: Assist with cash reconciliation and bank deposits.
- Assist with Inventory Processes: Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
- Onboard New Team Members: Assist with the onboarding of new Team Members.
- Train and Coach 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; utilize the leadership competencies for continued self-development.
- Manage Store Operations: Serve as Manager on Duty (MOD).
- Interact with Customers: Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization's vision and values; projects a positive image; and serves as a role model for others.
- Provide Customer Solutions: Acknowledge customers, help locate the product and provide solutions.
- Participate in Truck Unloading and Stocking: Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
- Cross-Train in Custom Framing: Cross train in Custom Framing selling and production.
- Retail Management Experience: Retail management experience preferred.
- Ability to Remain Standing: Ability to remain standing for long periods of time.
- Ability to Move Throughout the Store: Ability to move throughout the store.
- Regular Bending, Lifting, Carrying, Reaching, and Stretching: Regular bending, lifting, carrying, reaching, and stretching.
- Lifting Heavy Boxes and Accessing High Shelves: Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
- Work Environment: Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends and early mornings.
