Customer Experience Operations Specialist

1 month ago

Irving, Texas, United States Michaels Stores Full time
About the Role

We are seeking a highly skilled Customer Experience Operations Specialist to join our team at Michaels Stores. As a key member of our operations team, you will be responsible for driving the customer experience across our stores.

Key Responsibilities
  • Lead the development and implementation of customer experience initiatives across the organization.
  • Collaborate with cross-functional teams to identify and address customer friction points and develop solutions to improve the customer experience.
  • Develop and maintain relationships with key stakeholders, including store leaders, district managers, and support center teams.
  • Provide training and support to store teams on customer experience best practices and initiatives.
  • Monitor and analyze customer feedback and data to identify trends and areas for improvement.
  • Develop and implement process improvements to enhance the customer experience and drive business results.
  • Partner with the marketing team to develop and execute customer experience-focused marketing campaigns.
  • Manage and maintain the VOC/SMG reporting website and ensure accurate and timely reporting.
  • Develop and execute the selling model within stores and provide training and support to store teams.
  • Identify and develop solutions to remove or improve customer friction points and provide an excellent experience to our customers.
  • Collaborate with the training team to develop training materials and programs for stores around VOC, selling model, and Michaels Rewards.
  • Lead the UPS Access Point program and Purolator in Canada.
  • Manage 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.
  • Identify store policy and procedures that are not customer-friendly as well as service gaps impeding customers from having an easy, frictionless experience.
  • Develop and support sales-driving initiatives in-stores.
  • Work closely with marketing partners to gain insights from other customer metrics and feedback to incorporate into store communication and service programs.
  • Assist in working with the 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.
  • Coordinate and partner with the Customer Care team to identify repeat customer dissatisfaction areas.
  • Assist 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.
  • Maintain 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.
  • Develop and update all documents related to the Front End/POS and collaborate with the training department to provide training and reporting through TASK and Workday.
  • Partner with the store engineering group to identify performance gaps and possible improvements to store procedures that will provide efficiencies for Team Members and customers.
  • Work 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.
Requirements
  • College degree preferred.
  • 1+ years of experience in customer experience field.
  • 1+ years of experience working with POS systems and front-end operations.
  • 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.

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