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Customer Experience Manager

2 months ago

San Antonio, Texas, United States Michaels Stores Full time
Job Summary

We are seeking a highly skilled Customer Experience Manager to lead our store operations and deliver exceptional customer service. As a key member of our team, you will be responsible for managing front-end operations, leading omnichannel processes, and maintaining store recovery standards.

Key Responsibilities
  • Lead Store Operations: Manage and deliver effective front-end operations and expectations, ensuring a seamless customer experience.
  • Lead Omnichannel Processes: Oversee the execution of omnichannel processes, ensuring a consistent and high-quality customer experience across all channels.
  • Store Recovery Specialist: Maintain store recovery standards, ensuring that all store conditions and results meet company expectations.
  • Customer Service Manager: Deliver friendly customer service, ensuring that all customers receive a positive and memorable experience.
  • Assist Store Manager: Assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
  • Manage Team Performance: Train, observe, and coach the customer experience team to achieve results, participate in the performance management process, and support Talent Development.
  • Serve as Manager on Duty (MOD): Interact with others in an accepting and respectful manner, remain positive and respectful, even in difficult situations, and promote commitment to the organization's vision and values.
  • Other Duties: Participate in the truck unloading and stocking processes, manage and execute shrink and safety programs, cross-train in Custom Framing selling and production, and perform other duties as assigned.
Preferred Qualifications
  • Retail Management Experience: Preferably 1-2 years of retail management experience.
Work Environment

We are an equal opportunity employer and are committed to providing reasonable accommodations to qualified individuals with disabilities. If you require a reasonable accommodation, please contact Customer Care at (1800-MICHAEL).