Part Time Customer Experience Manager

Michaels Stores•Bowling Green, KY

18h•Onsite

About The Position

This role focuses on delivering a customer-centric shopping experience by managing front-end operations and omnichannel processes. It involves maintaining store recovery standards, providing friendly customer service, and assisting the Store Manager with adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements. The position also includes ensuring the execution of Company policies and standards, holding the team accountable for store conditions and results, and ensuring all front-end policies and procedures are followed. The manager will achieve their own KPIs and manage their team to achieve theirs. Key responsibilities include 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 supporting inventory processes like Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities. The role also involves assisting with the onboarding of new Team Members, training, observing, and coaching the customer experience team (sales floor and cashier) to achieve results, participating in the performance management process, and supporting Talent Development. The individual will utilize leadership competencies for self-development and serve as Manager on Duty (MOD). They are expected to interact with others respectfully, promote commitment to the organization’s vision and values, project a positive image, and serve as a role model. Customer interaction includes acknowledging customers, helping locate products, and providing solutions. The role also involves participating in truck unloading and stocking processes and cross-training in Custom Framing selling and production. In select stores without a Framing Manager, responsibilities extend to leading the delivery of high-quality custom framing solutions by planning 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. It also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels aims to fuel the joy of creativity and celebration.

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
Lead the omnichannel processes
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