Michaels PT Customer Experience Manager

Michaels Stores•London, OH

19h•Onsite

About The Position

The Michaels Companies Inc. is seeking a Part-Time Customer Experience Manager for its London, KY store. This role is responsible for delivering a customer-centric shopping experience by managing front-end operations, leading omnichannel processes, and maintaining store recovery standards. The manager will assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, executing policies, and achieving Key Performance Indicators (KPIs). Key aspects include planning and leading class and in-store events, managing shrink and safety programs, and assisting with inventory processes, cash reconciliation, and bank deposits. The position 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 Customer Experience Manager will serve as Manager on Duty (MOD) and is expected to interact with customers and team members in a positive and respectful manner, serving as a role model. Additional duties include acknowledging customers, helping locate products, providing solutions, and participating in truck unloading and stocking. The role requires cross-training in Custom Framing selling and production, and in select stores without a Framing Manager, responsibilities also include leading the delivery of high-quality custom framing solutions in partnership with the Store Manager. Michaels operates over 1,300 stores in North America and is committed to fostering 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
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