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Customer Experience Manager
2 months ago
We are seeking a highly skilled Customer Experience Manager to join our team at Michaels Stores. As a Customer Experience Manager, you will be responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations.
Key Responsibilities- Lead Front-End Operations: Manage and deliver effective front-end operations and expectations to ensure a seamless customer experience.
- Manage Store Recovery Standards: Maintain store recovery standards to deliver our Brand Promises and ensure a positive customer experience.
- Provide Excellent Customer Service: Deliver friendly customer service and ensure that all customers receive a positive experience.
- Assist Store Manager: Assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements.
- Manage Team Performance: Ensure that all front-end policies and procedures are followed, achieve your KPIs, and manage your team to achieve their role KPIs.
- Plan and Execute Events: Plan and lead the execution of class and in-store events in accordance with Company programs.
- Manage Shrink and Safety Programs: Manage and execute shrink and safety programs to ensure a safe and secure shopping environment.
- Assist with Cash Reconciliation and Inventory Processes: Assist with cash reconciliation and bank deposits, and assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
- Train and Develop Team Members: Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results, participate in the performance management process, and support Talent Development of your team.
- Serve as Manager on Duty: Serve as Manager on Duty (MOD) and interact with others in an accepting and respectful manner.
- Retail Management Experience: Retail management experience preferred.
The work environment is a public retail store setting, taking care of our customers. All public areas are climate-controlled, and some stock rooms may not be climate-controlled. Some outdoor work may be assigned to retrieve shopping carts or while unloading trucks. The Frame shop contains glass cutter and heat press. Work hours include nights, weekends, and early mornings.
