customer experience mgr

Michaels•Eldersburg, MD

2d•Onsite

About The Position

The Customer Experience Manager is responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. This role leads omnichannel processes, maintains store recovery standards to deliver Brand Promises, and provides friendly customer service. The Manager on Duty (MOD) 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 execution of Company policies and standards and hold the team accountable for store conditions and results. This role also involves planning and leading the execution of class and in-store events, managing and executing shrink and safety programs, assisting with cash reconciliation and bank deposits, and participating in inventory processes. Additionally, the Customer Experience Manager is responsible for onboarding new Team Members, training, observing, and coaching the customer experience team, participating in the performance management process, supporting Talent Development, and utilizing leadership competencies for continued self-development. They interact positively with others, remain respectful in difficult situations, promote the organization's vision and values, and serve as a role model. The role involves acknowledging customers, helping locate products, providing solutions, and participating in truck unloading and stocking processes. In select stores without a Framing Manager, responsibilities also include leading the delivery of high-quality custom framing solutions. Other duties as assigned.

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 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