Customer Experience Manager

7 days ago


Missoula, Montana, United States Michaels Full time
Job Summary

We are seeking a highly skilled Customer Experience Manager to join our team at Michaels. As a key member of our store leadership team, you will be responsible for delivering exceptional customer experiences, leading front-end operations, and driving 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 KPIs.
  • 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 and bank deposits, and 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 and train, observe, and coach the customer experience team to achieve results.
  • 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, and lead the delivery of high-quality custom framing solutions to customers on time.
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, some stock rooms may not be climate-controlled, and some outdoor work if assigned to retrieve shopping carts or unload trucks. The Frame shop contains glass cutters and heat presses, and work hours include nights, weekends, and early mornings.

Benefits

Michaels offers a comprehensive list of benefits, including competitive pay, opportunities for personal and professional growth, and a commitment to fostering an inclusive environment for all Team Members.



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