Customer Experience Manager

4 weeks ago


Whitby, Canada Michaels Full time
Job Summary

Michaels is seeking a Customer Experience Manager to lead the delivery of exceptional customer service and front-end operations in our stores. As a key member of our retail team, you will be responsible for managing and executing shrink and safety programs, leading omnichannel processes, 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, 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 and manage and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits, and assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results, participate in the performance management process, and support Talent Development of your team.
  • Serve as Manager on Duty (MOD) and 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 the product, and provide solutions, and 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 in select stores that do not have a Framing Manager only, lead the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.
Requirements
  • Retail management experience preferred.
  • Ability to remain standing for long periods of time, move throughout the store, and regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
  • Public retail store setting taking care of our customers, all public areas are climate controlled, some stock rooms may not be climate controlled, some outdoor work if assigned to retrieve shopping carts or while unloading trucks, and Frame shop contains glass cutter and heat press.


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