PT Customer Experience Manager

Michaels Stores

1d•Onsite

About The Position

The Customer Experience Manager is responsible for delivering a customer-centric shopping experience by managing front-end operations and expectations, leading omnichannel processes, and maintaining store recovery standards. This role assists the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, executing Company policies, and achieving KPIs. The manager will also lead class and in-store events, manage shrink and safety programs, and support inventory processes. A key aspect of the role involves training, observing, and coaching the customer experience team, participating in performance management, and fostering talent development. The Michaels Companies Inc. is a leading destination for creativity and celebration in North America, operating over 1,300 stores across 49 states and Canada, as well as online. Founded in 1973 and headquartered in Irving, Texas, Michaels also owns Artistree, a manufacturer of custom and specialty framing merchandise.

Requirements

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
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