Customer Experience Manager

2 weeks ago

Norridge, Illinois, 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 front-end operations team, you will be responsible for delivering a customer-centric shopping experience by managing and executing effective front-end operations and expectations. This includes leading the omnichannel processes, maintaining store recovery standards, and delivering friendly customer service.

Key Responsibilities
  • Assist Store Manager in leading and managing 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; 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 programs.
  • Lead the omnichannel processes.
  • Manage and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits.
  • Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Assist with the onboarding of new Team Members.
  • Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued self-development.
  • Serve as Manager on Duty (MOD).
  • Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization's vision and values; projects a positive image; and serves as a role model for others.
  • Acknowledge customers, help locate the product and provide solutions.
  • Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
  • Manage and execute the shrink and safety programs.
  • Cross train in Custom Framing selling and production.
  • In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

Preferred Knowledge/Skills/Abilities
  • Retail management experience preferred.

Physical Requirements
  • 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.
  • If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.

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.

Applicants in the U.S. and Canada must satisfy federal, state, provincial and local legal requirements of the job.

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