Full Time Customer Experience Manager

Michaels Stores•Norridge, IL

10d•$16 - $22•Onsite

About The Position

This role is responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. The Customer Experience Manager will lead omnichannel processes, maintain store recovery standards to deliver Brand Promises, and provide friendly customer service. This position 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, holding themselves accountable for store conditions and results. The role also involves 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 Manager on Duty (MOD), interact positively with others, and acknowledge customers, help locate products, and provide solutions. The role also includes participating in truck unloading and stocking processes and cross-training 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.

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 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 accountable for store conditions and results.
Ensure all front end policies and procedures are followed.
Achieve KPIs and 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.
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).
Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations.
Promote commitment to the organization’s vision and values; project a positive image; and serve as a role model for others.
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, 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.