Customer Experience Manager
2 days ago
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, leading front-end operations, and driving omnichannel processes.
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 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, and assist with cash reconciliation and bank deposits.
- Assist with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
- 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) and interact with others in an accepting and respectful manner.
- Retail management experience preferred.
- Ability to remain standing for long periods, 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.
At Michaels, we are committed to creating a positive and inclusive work environment that fosters growth and development. We offer a comprehensive benefits package, competitive pay, and opportunities for professional growth and development.
Michaels is an Equal Opportunity Employer and is committed to the full inclusion of all qualified individuals. We will assure that people with disabilities are provided reasonable accommodations.
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