Customer Experience Manager
1 month ago
Michaels is seeking a Customer Experience Manager to lead the front-end operations and customer service efforts in our stores. As a key member of the store team, you will be responsible for delivering a customer-centric shopping experience, managing store recovery standards, and leading the omnichannel processes.
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, and 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, including managing and executing 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.
- 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.
Public retail store setting with climate-controlled areas, some stock rooms may not be climate controlled, and some outdoor work may be required.
Michaels is an Equal Opportunity Employer and is committed to creating a diverse and inclusive work environment.
We offer a comprehensive list of benefits, including health insurance, retirement plans, and paid time off. To review a comprehensive list of benefits, please visit MIKBenefits.com.
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