Customer Experience Manager

5 days ago

New Orleans, Louisiana, United States Michaels Full time
Job Title: Customer Experience Manager

Michaels is seeking a Customer Experience Manager to lead our front-end operations and deliver a customer-centric shopping experience. As a key member of our store team, you will be responsible for managing and executing effective front-end operations, leading omnichannel processes, and maintaining store recovery standards.

Key Responsibilities:
  • Lead and manage 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 key performance indicators (KPIs) and manage team KPIs.
  • Plan and lead the execution of class and in-store events in accordance with Company programs.
  • Manage and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits.
  • Assist with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Train, observe, and coach the customer experience team to achieve results, participate in the performance management process, and support Talent Development.
  • Serve as Manager on Duty (MOD).
  • 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.
Requirements:
  • Retail management experience preferred.
  • Ability to remain standing for long periods of time.
  • Ability to move throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
About Michaels:

For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth.

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

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