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Customer Experience Manager

4 weeks ago

Suffolk, Virginia, United States Michaels Stores Full time

Job Summary

Michaels Stores is seeking a highly skilled Customer Experience Manager to lead our front-end operations and deliver exceptional customer service. 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 experience.

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 your 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.
  • Manage and execute shrink and safety programs.
  • Assist with cash reconciliation and bank deposits.
  • Assist with inventory processes to include 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; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued self-development.
  • Serve as Manager on Duty (MOD).
  • Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations; promote commitment to the organization's vision and values; project a positive image; and serve as a role model for others.
  • Acknowledge customers, help locate the product, and provide solutions.
  • Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
  • Manage and execute the shrink and safety programs.
  • Cross-train in Custom Framing selling and production.
  • In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

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.
  • If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.
  • 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.