Customer Experience Manager

2 weeks ago

Edmonton, Alberta, Canada Michaels Full time
Job Summary

We are seeking a highly organized and customer-focused individual to join our team as a Store Events Coordinator. In this role, you will be responsible for planning and coordinating events, providing exceptional customer service, and ensuring a seamless shopping experience for our guests.

Key Responsibilities
  • Event Planning and Coordination
    • Plan and coordinate multiple events simultaneously, including children's birthday parties and other craft classes or events.
    • Engage with clients of all ages, creating an environment of fun and creativity.
    • Demonstrate and instruct party participants in craft projects, perform face painting, and other activities.
    • Facilitate and implement party add-ons, such as goody bags and balloons, to company standards.
    • Communicate events with clients and store team members.
    • Complete administrative tasks, including answering emails and completing paperwork as needed.
    • Adjust plans and events based on client feedback and needs.
    • Create backup or emergency plans to be executed as needed.
    • Ensure client satisfaction for scheduled events.
  • Customer Experience
    • Help customers shop, locate products, and provide solutions.
    • Provide fast and friendly checkout experiences.
    • Engage customers on benefits of rewards programs and private label credit cards, and complete enrollments.
    • Educate customers on Voice of Customer (VOC) surveys.
    • Assist with omnichannel processes, including Buy Online Pickup in Store (BOPIS) and Ship From Store (SFS).
    • Participate in truck unloading, stocking, and planogram (POGs) processes.
    • Complete merchandise recovery and maintenance.
    • Perform Store in Stock Optimization (SISO) and AD set duties as assigned.
    • Support shrink and safety programs.
    • Adhere to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements.
  • Other Responsibilities
    • Interact with others in an accepting and respectful manner.
    • Remain positive and respectful, even in difficult situations.
    • Project a positive image and serve as a role model for other team members.
    • Cross-trained in Custom Framing selling and production.
    • Participate in daily store cleanliness activities, including sweeping, vacuuming, dusting, and maintaining cleanliness of restrooms.
    Requirements
    • Energetic and enthusiastic personality.
    • Ability to handle job stress and interact effectively with others, including guests of all ages and co-workers.
    • Excellent people skills.
    • Experience working with children and children's events.
    • Good communication skills, including written, verbal, and nonverbal communication, as well as listening skills.
    • Organizational skills, interpersonal skills, and creative problem-solving skills.
    • Retail and/or customer service experience required.
    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.
    • Public retail store setting with climate-controlled areas and some outdoor work.

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