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Customer Service Manager
2 months ago
About the Role:
We are seeking a Customer Service Manager to lead our store operations and deliver exceptional customer experiences. As a key member of our team, you will be responsible for managing front-end operations, leading omnichannel processes, and maintaining store recovery standards.
Key Responsibilities:
- Assist the Store Manager in leading 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 KPIs and managing team performance
- Plan and execute class and in-store events in accordance with Company programs
- Lead omnichannel processes, driving seamless customer interactions across channels
- Manage and execute shrink and safety programs, ensuring a secure and loss-free environment
- Assist with cash reconciliation, bank deposits, inventory processes, and Return to Vendor (RTV) activities as needed
- Participate in new Team Member onboarding, training, and coaching the customer experience team to achieve results
- Serve as Manager on Duty (MOD), interacting with customers, colleagues, and vendors in an accepting and respectful manner
About You:
We are looking for a retail management professional with a strong background in customer service, team leadership, and operational excellence. Your skills and qualifications should include:
- 2+ years of retail management experience, preferably in a fast-paced environment
- Excellent communication, interpersonal, and problem-solving skills
- Ability to remain standing for long periods, move throughout the store, and lift heavy boxes as needed
- Familiarity with visual merchandising, inventory management, and loss prevention strategies
What We Offer:
Michaels offers a competitive salary range of $55,000 - $65,000 per year, depending on experience, plus benefits including medical, dental, and vision coverage, 401(k) plan, and opportunities for career growth and development.
