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Customer Experience Manager

1 month ago

Toronto, Ontario, Canada Michaels Full time
Job Summary

We are seeking a highly skilled Customer Experience Manager to join our team at Michaels. As a key member of our store leadership team, you will be responsible for delivering exceptional customer experiences and driving front-end operations to achieve business results.

Key Responsibilities
  • Lead and manage front-end operations to ensure seamless customer experiences
  • Develop and implement strategies to drive sales growth and customer engagement
  • Collaborate with store teams to achieve business objectives and improve store performance
  • Manage and execute shrink and safety programs to minimize losses and ensure a safe working environment
  • Assist with cash reconciliation and bank deposits, as well as inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities
  • Train and develop the customer experience team to achieve results and support talent development
  • Serve as Manager on Duty (MOD) and interact with customers in a positive and respectful manner
Requirements
  • 2+ years of retail management experience, preferably in a similar role
  • Strong leadership and communication skills, with the ability to motivate and develop teams
  • Excellent customer service skills, with a focus on delivering exceptional experiences
  • Ability to work in a fast-paced environment and adapt to changing priorities
  • Physical ability to remain standing for long periods, move throughout the store, and lift heavy boxes
Preferred Qualifications
  • Retail management experience, preferably in a similar role
  • Knowledge of retail operations, including front-end management and customer service
  • Experience with inventory management, including RTV and ASN activities
Work Environment

Our store is a public retail setting with a climate-controlled environment. Some stock rooms may not be climate controlled, and outdoor work may be required to retrieve shopping carts or unload trucks. The frame shop contains glass cutters and heat presses.

We are an equal opportunity employer and welcome applications from diverse candidates. If you need help performing the essential functions of the job, please contact your supervisor to discuss reasonable accommodations.