Customer Experience Manager

2 months ago

St John's, Newfoundland and Labrador, Canada Michaels Full time
Job Summary

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

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, achieve KPIs, and manage 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, including 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 to achieve results, participate in the performance management process, and support Talent Development.
  • Serve as Manager on Duty (MOD).
  • Interact with others in an accepting and respectful manner, remain positive and respectful, even in difficult situations, and promote commitment to the organization's vision and values.
  • 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.
  • Manage and execute the shrink and safety programs.
  • Cross-train in Custom Framing selling and production.
  • In select stores without a Framing Manager, lead the delivery of high-quality custom framing solutions to customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.
Preferred Qualifications
  • Retail management experience preferred.
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.

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.

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