Customer Service Support Department Manager

5 days ago

Cleveland, Ohio, United States Michaels Stores Full time
Job Summary

We are seeking a highly skilled and experienced Retail Operations Manager to join our team at Michaels Stores. As a key member of our store management team, you will be responsible for delivering exceptional customer service and leading our front-end operations to drive sales and customer satisfaction.

Key Responsibilities
  • Customer Service and Experience
    • Deliver a customer-centric shopping experience by managing and executing effective front-end operations and expectations.
    • Lead the omnichannel processes to ensure seamless customer interactions across all touchpoints.
  • Store Operations and Management
    • Assist the 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 key performance indicators (KPIs) and manage the team to achieve their role KPIs.
  • Event Planning and Execution
    • Plan and lead the execution of class and in-store events in accordance with Company programs.
  • Shrink and Safety Management
    • Manage and execute shrink and safety programs to minimize losses and ensure a safe working environment.
  • Team Management and Development
    • 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 the team.
  • Additional Responsibilities
    • Serve as Manager on Duty (MOD) and interact with others in an accepting and respectful manner.
    • Acknowledge customers, help locate products, and provide solutions.
    • 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.
Requirements
  • Retail management experience preferred.
  • Ability to remain standing for long periods, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
Work Environment

Public retail store setting with climate-controlled areas and some outdoor work if assigned to retrieve shopping carts or while unloading trucks. The Frame shop contains glass cutters and heat presses. Work hours include nights, weekends, and early mornings.

Benefits

Michaels Stores offers a comprehensive benefits package, including competitive pay, opportunities for professional growth and development, and a supportive work environment. For more information, please visit our website.

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