PT Customer Experience Manager

Michaels•Orlando, FL

1d•Onsite

About The Position

The Customer Experience Manager is responsible for delivering a customer-centric shopping experience by managing and leading effective front-end operations and omnichannel processes. This role also involves maintaining store recovery standards to uphold brand promises and ensuring friendly customer service. The Manager assists the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, compliance with laws and regulations, and execution of Company policies. They are accountable for store conditions and results, achieving Key Performance Indicators (KPIs), and managing their team to achieve their role KPIs. Additionally, the role involves planning and leading class and in-store events, managing shrink and safety programs, assisting with cash reconciliation and bank deposits, and participating in inventory processes. The Customer Experience Manager also plays a role in onboarding new Team Members, training, coaching, and supporting the performance management and talent development of the customer experience team. They serve as Manager on Duty (MOD), interact positively with others, and act as a role model. This role also includes direct customer interaction, assisting with truck unloading and stocking, and cross-training in Custom Framing selling and production. In select stores without a dedicated Framing Manager, this role includes leading custom framing solutions.

Requirements

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.