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Customer Experience Manager

2 months ago

Maple Valley, Washington, 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 store operations team, you will be responsible for delivering exceptional customer experiences and driving sales growth through effective front-end operations and customer service.

Key Responsibilities
  • Lead and manage 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, and achieve key performance indicators (KPIs) and manage 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 and manage and execute shrink and safety programs.
  • 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.
  • Assist with the onboarding of new Team Members and train, observe, and coach the customer experience team to achieve results.
  • Serve as Manager on Duty (MOD) and interact with others in an accepting and respectful manner.
  • 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.
  • Cross-train in Custom Framing selling and production, and lead the delivery of high-quality custom framing solutions to customers on time.
Requirements
  • Retail management experience preferred.
  • Ability to remain standing for long periods of time, move throughout the store, and perform 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.

Equal Opportunity Employer

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate, and be better together.