Customer experience manager

Michaels • Escondido, CA

12h • Onsite

About The Position

The Customer Experience Manager at The Michaels Companies Inc. is responsible for ensuring a customer-centric shopping experience by effectively managing front-end operations and leading omnichannel processes. This role involves maintaining store recovery standards, delivering friendly customer service, and assisting the Store Manager in upholding Standard Operating Procedures (SOPs) and company programs to ensure compliance with legal requirements and company policies. The Michaels Companies Inc. is a leading North American destination for creativity and celebration, operating over 1,300 stores across 49 states and Canada, as well as Michaels.com and Artistree. The company, founded in 1973 and headquartered in Irving, Texas, emphasizes team wellbeing and provides comprehensive benefits for its employees.

Requirements

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

Nice To Haves

• Retail management experience

Responsibilities

• Manage and deliver 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
• 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
• 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 (in select stores that do not have a Framing Manager only)
• Other duties as assigned

Benefits

• Health insurance (medical, dental, and vision)
• Paid time off
• Tuition assistance
• Generous employee discounts
• Robust benefits for both full-time and part-time Team Members

What This Job Offers

• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees