customer experience manager

Michaels Stores•Victorville, CA

2d•Onsite

About The Position

The Customer Experience Manager is responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. This role leads omnichannel processes, maintains store recovery standards to deliver Brand Promises, and delivers friendly customer service. The Manager on Duty (MOD) assists the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements. They ensure the execution of Company policies and standards and hold the team accountable for store conditions and results. This role also involves planning and leading class and in-store events, managing and executing shrink and safety programs, assisting with cash reconciliation and bank deposits, and participating in inventory processes. Additionally, the Customer Experience Manager assists with onboarding new Team Members, trains, observes, and coaches the customer experience team, and participates in the performance management process. They serve as the Manager on Duty, interact positively with others, acknowledge customers, help locate products, and provide solutions. This role also participates in truck unloading and stocking processes and may cross-train in Custom Framing selling and production. In select stores without a Framing Manager, responsibilities include leading the delivery of high-quality custom framing solutions.

Requirements

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.