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Customer Experience Manager

2 months ago

Benton Harbor, Michigan, United States Michaels Full time

About Michaels

Michaels is a leading arts and crafts retailer dedicated to inspiring creativity and innovation in our customers. We are committed to providing an exceptional shopping experience and fostering a positive and inclusive work environment.

Job Summary

We are seeking a highly motivated and experienced Customer Experience Manager to join our team. As a key member of our store leadership team, you will be responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations.

Key Responsibilities

  • Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOP's) and Company programs to ensure compliance to applicable laws and requirements.
  • Develop and coach the team selling behaviors.
  • Lead the delivery of high-quality custom framing solutions to our customers on time by planning workload in partnership with the Store Manager.
  • Achieve your KPI's and manage the framing team to achieve their role KPI's.
  • Review sales and production workload and build plans and sales floor time for networking.
  • Manage and execute the inventory management processes as assigned.
  • Manage and execute shrink and safety programs.
  • Serve as Manager on Duty (MOD).
  • Assist with interviewing, on-boarding, coaching, observing and training of new Team members.
  • Participate in Performance Mgmt. activities of your team.
  • Partners with MOD's daily on the expectations of framing and other framers.
  • Interacts with others in an accepting and respectful manner.
  • Remains positive and respectful, even in difficult situations.
  • Projects a positive image and serves as a role model for others.
  • Participate in the truck un-load and stocking processes to ensure truck standards are followed and completed within budget.
  • Follow Standard Operating Procedures (SOPs) and Company programs and ensure a safe environment.
  • Acknowledge customers, help locate product and provide solutions.
  • Assist with Omni channel processes.

Requirements

  • 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.

Work Environment

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; work hours include nights, weekends and early mornings.