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Customer Experience Manager

1 month ago

Johnson City, Tennessee, United States Michaels Arts and Crafts Full time
Job Title: PT Customer Experience Manager

Job Summary:

We are seeking a highly motivated and customer-focused PT Customer Experience Manager to join our team. As a key member of our store operations team, you will be responsible for delivering exceptional customer experiences, leading front-end operations, and driving business results.

Key Responsibilities:
  • 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.
  • Ensure all front-end policies and procedures are followed, and achieve key performance indicators (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, including customer service, sales, and inventory management.
  • Manage and execute shrink and safety programs to minimize losses and ensure a safe working environment.
  • Assist with cash reconciliation and bank deposits, as well as inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Assist with the onboarding of new Team Members and provide training, coaching, and development opportunities to enhance their skills and performance.
  • 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 (MOD) and interact with customers, Team Members, and other stakeholders in an accepting and respectful manner.
  • Acknowledge customers, help locate products, and provide solutions to meet their needs.
  • 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.

Preferred Qualifications:

Retail management experience, with a focus on customer service, operations, and team leadership.

Work Environment:

Our stores are climate-controlled, with some stock rooms and outdoor areas that may not be climate-controlled. You will be required to move throughout the store, lift heavy boxes, and access high shelves by ladder or similar equipment.

Equal Opportunity Employer:

Michaels is an Equal Opportunity Employer, committed to diversity and inclusion. We welcome applications from qualified candidates who share our values and are passionate about delivering exceptional customer experiences.