Head of Client Experience

3 weeks ago


Smyrna GA, United States Michaels Full time

Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service.

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 execution of Company policies and standards; Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs
Manage and execute shrink and safety programs
Assist with cash reconciliation and bank deposits
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; support Talent Development of your team; projects a positive image; Acknowledge customers, help locate the product 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 that do not have a Framing Manager only, responsibilities also include: leading 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
Retail management experience preferred


Lifting heavy boxes and accessing high shelves by ladder or similar equipment
If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.
~ some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; work hours include nights, weekends and early mornings


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