Retail Customer Experience Manager
3 days ago
We are seeking a highly skilled and experienced Retail 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 service, leading front-end operations, 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 performance.
- Plan and lead the execution of class and in-store events in accordance with Company programs.
- Lead omnichannel processes and manage shrink and safety programs.
- Assist with cash reconciliation, bank deposits, inventory processes, and 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 performance management, and support talent development.
- 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 truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
- Cross-train in Custom Framing selling and production.
- Retail management experience preferred.
- Ability to remain standing for long periods.
- 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. We will assure that people with disabilities are provided reasonable accommodations. If a reasonable accommodation is required, please contact Customer Care at MICHAELS.
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