Customer Experience Manager

Michaels•Tustin, CA

1d•Onsite

About The Position

The Customer Experience Manager is responsible for delivering a customer-centric shopping experience by managing front-end operations and expectations, leading omnichannel processes, and maintaining store recovery standards. This role involves providing friendly customer service and assisting the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, compliance with laws, and execution of policies. The manager is accountable for achieving KPIs, planning and executing in-store events, managing shrink and safety programs, and assisting with cash reconciliation, bank deposits, and inventory processes. Key responsibilities also include onboarding, training, observing, and coaching the customer experience team, participating in performance management, and supporting talent development. The Customer Experience Manager serves as Manager on Duty (MOD), interacts positively with others, acknowledges customers, helps locate products, and provides solutions. They also participate in truck unloading and stocking processes and cross-train in Custom Framing selling and production. In select stores without a Framing Manager, this role also leads the delivery of high-quality custom framing solutions.

Requirements

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job
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

Nice To Haves

Retail management experience preferred

Responsibilities

Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations
Lead the omnichannel processes
Maintain store recovery standards to deliver our Brand Promises
Deliver friendly customer service
Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements
Ensure execution of Company policies and standards; hold them accountable for store conditions and results
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
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)
Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization’s vision and values; projects a positive image; and serves 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
Other duties as assigned