Customer Experience Manager

6 days ago

Lapeer, Michigan, United States Michaels Stores Full time
Job Summary

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

Key Responsibilities
  • Assist 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, achieve 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.
  • Manage and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits.
  • Assist with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Assist with the onboarding of new Team Members.
  • Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results.
  • Serve as Manager on Duty (MOD).
  • Interact with others in an accepting and respectful manner, remain positive and respectful, even in difficult situations.
Requirements
  • Retail management experience preferred.
  • Ability to remain standing for long periods of time.
  • Ability to move throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
About Michaels

Michaels is an Equal Opportunity Employer committed to the full inclusion of all qualified individuals. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create.

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