Customer Engagement Specialist

1 week ago


Charlotte, North Carolina, United States Michaels Stores Full time

Position Overview

The Customer Experience PT role is essential in delivering a customer-focused shopping journey. This position involves overseeing and executing effective front-end operations while leading omni-channel processes to uphold our brand promises.

Key Responsibilities

  • Assist the Store Manager in ensuring compliance with Standard Operating Procedures (SOPs) and company policies.
  • Monitor and manage adherence to front-end policies, achieving key performance indicators (KPIs) for both yourself and your team.
  • Plan and execute in-store events in alignment with company initiatives.
  • Lead omni-channel processes to enhance customer engagement.
  • Implement shrink and safety programs effectively.
  • Train and mentor the customer experience team to drive performance and support their professional development.
  • Act as Manager on Duty (MOD) as required.

Customer Interaction

Engage with customers in a respectful and positive manner, assisting them in locating products and providing effective solutions to their inquiries.

Operational Duties

  • Participate in the unloading and stocking processes to maintain store standards.
  • Manage shrink and safety protocols diligently.
  • Cross-train in Custom Framing sales and production as needed.
  • Perform additional duties as assigned.

Preferred Experience

Previous experience in retail management is preferred.

Physical Requirements

  • Ability to stand for extended periods.
  • Capability to navigate throughout the store.
  • Regular bending, lifting, carrying, reaching, and stretching.
  • Ability to lift heavy items and access high shelves using ladders or similar equipment.

If assistance is needed to perform any job functions, please reach out to your supervisor for support.

Work Environment

This role is set in a public retail environment focused on customer service. While most areas are climate-controlled, some stock rooms may not be. Duties may include outdoor tasks such as retrieving shopping carts or unloading trucks. The frame shop contains specialized equipment, and work hours may include evenings, weekends, and early mornings.

Legal Requirements

Applicants must meet all federal, state, provincial, and local legal requirements for the position.



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