Customer Experience Manager - Full-Time

Michaels • Selinsgrove, PA

103d

About The Position

As a Customer Experience Manager, you will deliver a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. You will lead the omnichannel processes and maintain store recovery standards to deliver our Brand Promises. Your role includes delivering friendly customer service and assisting the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements. You will ensure the execution of Company policies and standards and hold your team accountable for store conditions and results.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods.
• Ability to move throughout the store.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes.
• Maintain store recovery standards to deliver Brand Promises.
• Deliver friendly customer service.
• Assist Store Manager in leading adherence to SOPs and Company programs.
• Ensure compliance with applicable laws and requirements.
• Achieve KPIs and manage team to achieve their role KPIs.
• Plan and lead execution of class and in-store events.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Assist with inventory processes including RTV and ASN activities.
• Assist with onboarding of new Team Members.
• Train, observe, and coach the customer experience team.
• Participate in the performance management process.
• Support Talent Development of your team.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner.
• Acknowledge customers and help locate products.
• Participate in truck unloading and stocking processes.
• Cross train in Custom Framing selling and production.
• Lead delivery of high-quality custom framing solutions in select stores.

Benefits

• Health insurance (medical, dental, and vision).
• Paid time off.
• Tuition assistance.
• Generous employee discounts.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers