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Customer Experience Manager

2 months ago

Snellville, Georgia, United States Michaels Stores Full time
Job Summary

We are seeking a highly skilled Customer Experience Manager to join our team at Michaels Stores. As a key member of our store leadership team, you will be responsible for delivering exceptional customer experiences, leading front-end operations, and driving business results.

Key Responsibilities
  • Customer Experience: Lead the customer experience team to achieve sales floor and cashier results, and participate in the performance management process.
  • Front-End Operations: Manage and execute front-end policies and procedures, achieve KPIs, and manage team to achieve their role KPIs.
  • Omnichannel Processes: Lead the omnichannel processes, including class and in-store events, inventory processes, and Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
  • Store Recovery: Maintain store recovery standards to deliver our Brand Promises, and manage and execute shrink and safety programs.
  • Leadership: Train, observe, and coach the customer experience team, and participate in the performance management process.
  • Team Management: Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs, and hold team members accountable for store conditions and results.
Requirements
  • Experience: Retail management experience preferred.
  • Skills: Strong leadership and communication skills, ability to remain standing for long periods of time, and ability to move throughout the store.
  • Physical Requirements: Regular bending, lifting, carrying, reaching, and stretching, and lifting heavy boxes and accessing high shelves by ladder or similar equipment.
What We Offer

At Michaels Stores, we offer a comprehensive benefits package, including medical, dental, and vision insurance, 401(k) matching, and paid time off. We are an equal opportunity employer and are committed to diversity and inclusion in the workplace.