Customer Experience Operations Specialist

2 weeks ago

Irving, United States Michaels Stores Full time

Customer Experience Operations Specialist page is loaded **Customer Experience Operations Specialist**

**Customer Experience Operations Specialist**

locationsIrving-Irving Corporate Office-3939 West John Carpenter Freeway time typeFull time posted onPosted Today job requisition idR00113610 Support Center - Irving**We're here for the Makers Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world**

**Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.**

The Operations Specialist - Supplies is responsible for captaining all aspects related to ensuring that our supply programs are run effectively and efficiently across the stores organization. The Specialist leads the drive to find quality goods or services at an acceptable price that meet the store organizations needs. The role is designed to provide support directly to the stores as it relates to process improvement and simplification across these key programs. This includes close partnership with support teams such as NMP, Visual Merchandising, and Finance. This position works closely with the respective team members in the Support Center, Field Team, and numerous outside vendors. This role serves as store level resource for process inquiries, questions and issues relating to Store Supplies, FFE, and Pcard just to name a few.**Drive the In-Store Customer Experience**

* Lead, create and manage all in-store aspects to the customer experience, including developing an experiential culture for customers and Team Members

* Responsible for all administration and maintenance of VOC/SMG reporting website

* Responsible for the development, training, and execution of the selling model within stores

* Identifies customer friction points and solutions to remove/improve problems to provide and excellent experience to our customers

* Primary liaison between Business Development team and works closely with managing requirements, developing rollout strategies and training for new business channels and how they fit into the in-store experience

* Runs customer datapoints to understand and identify customer insights and develops action items for stores

* Reports to field and support center leadership results of key KPIs and manages bottom performing stores/programs

* Collaborates with training team to develop training materials and programs for stores around VOC, selling model, Michaels Rewards

* Leads the UPS Access Point program along with Purolator in Canada

* Leads the Support Center Holiday Helper program

* Manages goal setting for VOC, Conversion and Michaels Rewards

* Primary liaison between ops and Michaels Rewards team, generating ideas to continue grow the program and communicating with field teams

* Identifies store policy and procedures that are not customer friendly as well as service gaps impeding customers from having an easy, frictionless experience.

* Develops and supports sales driving initiatives in-stores

* Works closely with marketing partners to gain insights from other customer metrics and feedback to incorporate into store communication and service programs.

* Assists in working with education team to drive the customer experience through events and classes that will enhance the customer experience as well as ensure Team Members are involved.

* Coordinates and partners with Customer Care team to identify repeat customer dissatisfaction areas.

**Front End/POS Coordination**

* Assists in managing all in-store front end activities including point-of-sale enhancements, cashier training, front end configuration and flow to provide the most optimal customer experience

* Maintains front end area standards for store layouts, Five Star organization and all front-end procedures for both efficiency and to ensure a great customer experience.

* Develops and updates all documents related to the Front End/POS and collaborates with training department to provide training and reporting through TASK and Workday.

* Partners with store engineering group to identify performance gaps and possible improvements to store procedures that will provide efficiencies for Team Members and customers.

* Works closely with Marketing and IT to test upcoming promotions and processes for the front end.

* Produces Cashier Performance reporting to field and support center. Identifies top and bottom performers to understand opportunities for improvement or gaps in training. Provides additional reporting as needed (e.g. Linebusting usage, email reporting).

* Works closely with IT to maintain POS enhancement requirements, problem incident logs and solution and timelines to releases.

* Conducts UAT on all POS initiatives and releases to identify any issues, performance losses/gains and documents all procedural changes. Works closely with stores to conduct pilots, obtain feedback and course of actions.

**Minimum Education**

* College degree preferred

**Minimum Special Certifications or technical skills**

* Microsoft Office

* ?Must be proficient with Excel for data analysis and reporting

**Minimum Type of experience the job requires**

* 1+ years of experience in customer experience field

* 1+ years of experience working with POS systems and front end operations.

**Other**

* Has excellent verbal, written and organizational skills

* Customer [store] focus must be a priority

* Self-Starter able to manage multiple projects at the same time in and thrive in a challenging, fast paced environment that has frequent priority adjustments based on the needs of the business

* Develop and maintain productive relationships with supervisor and key cross functional personnel in the company.

* Occasionally works nights and weekends to complete specific assignments

**Preferred Education**

* Bachelors Degree

**Applicants in the U.S. and Canada must satisfy federal, state, provincial and local legal requirements of the job.**

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