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Customer Engagement Manager

4 weeks ago

Houston, Texas, United States Michaels Stores Full time
Job Summary

Michaels Stores is seeking a highly skilled Customer Engagement Manager to lead our front-end operations and deliver exceptional customer experiences. As a key member of our team, you will be responsible for managing and executing effective store recovery standards, leading omnichannel processes, and maintaining a customer-centric shopping environment.

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 to deliver seamless customer experiences.
  • Manage and execute shrink and safety programs to maintain a secure and safe store environment.
  • Assist with cash reconciliation and bank deposits, and 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 and train, observe, and coach the customer experience team to achieve results.
  • Serve as Manager on Duty (MOD) and interact with others in an accepting and respectful manner, remaining positive and respectful, even in difficult situations.
  • 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 preferred.
Work Environment
  • 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.
  • Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings.
Equal Opportunity Employer

Michaels Stores 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. If a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).