Fulltime Customer Experience Manager

Michaels•Machesney Park, IL

11d•Onsite

About The Position

This position is responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. The role involves leading omnichannel processes, maintaining store recovery standards to deliver Brand Promises, and providing friendly customer service. The Customer Experience Manager 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 are responsible for ensuring the execution of Company policies and standards, and holding team members accountable for store conditions and results. The role also includes managing and executing shrink and safety programs, assisting with cash reconciliation and bank deposits, and participating in inventory processes. Additionally, the Customer Experience Manager is involved in onboarding new Team Members, training, observing, and coaching the customer experience team, participating in the performance management process, supporting Talent Development, and utilizing leadership competencies for self-development. Serving as Manager on Duty (MOD) is also a key responsibility. In select stores without a Framing Manager, this role also includes leading the delivery of high-quality custom framing solutions.

Requirements

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

Nice To Haves

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

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.
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.