Customer Experience Manager
2 weeks ago
We are seeking a highly skilled Customer Experience Manager to join our team at Michaels. As a key member of our store operations team, you will be responsible for delivering exceptional customer experiences and leading our front-end operations to drive sales and customer satisfaction.
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 your team to achieve their role 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.
- Assist with the onboarding of new Team Members.
- Train, observe, and coach the customer experience team to achieve results, participate in the performance management process, and support Talent Development of your team.
- 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.
- 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.
Michaels is an Equal Opportunity Employer and is committed to the full inclusion of all qualified individuals. If a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at MICHAELS.
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