Customer Experience Manager

3 weeks ago

Mission Viejo, California, United States Michaels Stores, Inc. Full time
Job Summary

We are seeking a highly skilled Customer Experience Manager to join our team at Michaels Stores, Inc. As a Customer Experience Manager, you will be responsible for delivering a customer-centric shopping experience by managing and executing effective front-end operations and expectations.

Key Responsibilities
  • Lead Store Recovery Standards: Maintain store recovery standards to deliver our Brand Promises and ensure a positive customer experience.
  • Manage Front-End Operations: Ensure all front-end policies and procedures are followed, and 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.
  • Lead Omnichannel Processes: Lead the omnichannel processes to ensure a seamless customer experience across all channels.
  • Manage Shrink and Safety Programs: Manage and execute shrink and safety programs to ensure a safe and secure shopping environment.
  • Assist with Cash Reconciliation: Assist with cash reconciliation and bank deposits to ensure accurate financial reporting.
  • Assist with Inventory Processes: 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 to achieve results and support Talent Development of your team.
  • Serve as Manager on Duty: Serve as Manager on Duty (MOD) to ensure a positive customer experience and resolve any issues that may arise.
Requirements
  • Retail Management Experience: Retail management experience preferred, with a focus on customer service and front-end operations.
Work Environment
  • Public Retail Store Setting: Work in a public retail store setting, with a focus on delivering a customer-centric shopping experience.
  • Climate-Controlled Environment: Work in a climate-controlled environment, with some stock rooms may not be climate-controlled.
  • Physical Demands: Ability to remain standing for long periods of time, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching.

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