Retail Customer Experience Manager

Michaels • San Antonio, TX

20h • Onsite

About The Position

The Retail Customer Experience Manager is responsible for delivering a customer-centric shopping experience by managing and executing effective front-end operations and expectations. This role leads omnichannel processes and ensures store recovery standards are met to uphold Brand Promises, while also providing friendly customer service. The manager assists the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, compliance with applicable laws, and execution of Company policies. The Michaels Companies Inc. is the leading destination for creating and celebrating in North America, operating over 1,300 stores in 49 states and Canada, and online. Founded in 1973 and headquartered in Irving, Texas, Michaels also owns Artistree, a manufacturer of custom and specialty framing merchandise.

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
• 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

Benefits

• Robust benefits for both full-time and part-time Team Members
• Health insurance (medical, dental, and vision)
• Paid time off
• Tuition assistance
• Generous employee discounts

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed
• Number of Employees: 5,001-10,000 employees