Customer Experience Manager

Michaels•Valparaiso, IN

1d•Onsite

About The Position

The Customer Experience Manager at the CHI-VALPARAISO, IN store is responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. This role involves leading omnichannel processes, maintaining store recovery standards, and ensuring friendly customer service. The manager will assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements, and executing Company policies and standards. Key responsibilities include ensuring front-end policies and procedures are followed, achieving KPIs, and managing the team to achieve their role KPIs. The position also involves planning and leading the execution of class and in-store events, managing shrink and safety programs, assisting with cash reconciliation, bank deposits, and inventory processes (RTV and ASN). The Customer Experience Manager will assist with the onboarding of new Team Members, train, observe, and coach the customer experience team (sales floor and cashier), participate in performance management, and support Talent Development. They will utilize leadership competencies for self-development and serve as Manager on Duty (MOD). The role requires interacting with others in an accepting and respectful manner, remaining positive, promoting commitment to the organization’s vision and values, projecting a positive image, and serving as a role model. Additional duties include acknowledging customers, helping locate products, providing solutions, participating in truck unloading and stocking, and cross-training in Custom Framing selling and production. In select stores without a Framing Manager, responsibilities also include leading the delivery of high-quality custom framing solutions and managing the framing workload in partnership with the Store Manager. The Michaels Companies Inc. operates over 1,300 stores in 49 states and Canada and online, focusing on fueling the joy of creativity and celebration.

Requirements

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

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