PT Customer Experience Manager

Michaels Stores•Turnpike, MS

6d•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 ensures friendly customer service. The 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 ensure execution of Company policies and standards, and hold the team accountable for store conditions and results. Additionally, they ensure all front-end policies and procedures are followed, achieve their KPIs, and manage their team to achieve their role KPIs. This role also plans and leads the execution of class and in-store events, manages and executes shrink and safety programs, and assists with cash reconciliation, bank deposits, and inventory processes. The Customer Experience Manager also assists with onboarding new Team Members, trains, observes, and coaches the customer experience team, participates in the performance management process, supports Talent Development, and utilizes leadership competencies for continued self-development. They serve as Manager on Duty (MOD), interact with others positively, promote organizational vision and values, and serve as a role model. They acknowledge customers, help locate products, and provide solutions. In select stores without a Framing Manager, responsibilities also include leading the delivery of high-quality custom framing solutions. Other duties as assigned.

Requirements

Retail management experience preferred.

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

Manage and deliver effective front-end operations and expectations.
Lead omnichannel processes.
Maintain store recovery standards to deliver Brand Promises.
Deliver friendly customer service.
Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
Ensure execution of Company policies and standards and hold the team accountable for store conditions and results.
Ensure all front-end policies and procedures are followed and achieve KPIs.
Manage the team to achieve their role KPIs.
Plan and lead the 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 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 the team.
Utilize leadership competencies for continued self-development.
Serve as Manager on Duty (MOD).
Acknowledge customers, help locate product and provide solutions.
Participate in the truck unloading and stocking processes.
Cross train in Custom Framing selling and production.
In select stores that do not have a Framing Manager only, lead 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.