Customer Experience Manager
3 weeks ago
We are seeking a highly skilled Customer Experience Leader to join our team at Michaels Stores. As a key member of our leadership team, you will be responsible for delivering exceptional customer experiences across all touchpoints, including sales floor, cashier, and customer service.
Key Responsibilities- Lead and manage adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance to applicable laws and requirements.
- Ensure all front-end policies and procedures are followed, and achieve your 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 program.
- Manage and execute shrink and safety programs.
- Train, observe, and coach customer experience team members to achieve results, participate in the performance management process, and support Talent Development of your team.
- 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 un-load and stocking processes to ensure truck standards are followed and completed within budget.
- Cross-trained in Custom Framing selling and production.
- 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.
Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press.
Applicants in the U.S. and Canada must satisfy federal, state, provincial, and local legal requirements of the job.
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