Customer Experience Manager

4 days ago


SaintAubinsurGaillon, Normandie, 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, leading front-end operations, and driving store recovery standards.

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, 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.
  • Assist with the onboarding of new Team Members and provide training, coaching, and performance management to the customer experience team.
  • Serve as Manager on Duty (MOD) and interact with customers, team members, and other stakeholders in a positive and respectful manner.
Requirements
  • 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.
What We Offer

At Michaels, we are committed to providing a positive and inclusive work environment that fosters creativity, innovation, and growth. We offer a comprehensive benefits package, opportunities for professional development, and a competitive salary.

Michaels is an Equal Opportunity Employer and is committed to the full inclusion of all qualified individuals. We will provide reasonable accommodations to ensure equal access to opportunities.



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