Retail Customer Service Manager

Michaels • Augusta, GA

19h • Onsite

About The Position

The Retail Customer Service Manager at the Augusta, ME store is responsible for delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. This role involves leading omnichannel processes, maintaining store recovery standards, and ensuring friendly customer service. The manager will assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements, and executing Company policies and standards. Key responsibilities include ensuring front-end policies are followed, achieving KPIs, planning and executing in-store events, managing shrink and safety programs, assisting with cash reconciliation, bank deposits, and inventory processes. The role also involves assisting with the onboarding of new Team Members, training, observing, and coaching the customer experience team (sales floor and cashier), participating in performance management, and supporting talent development. The manager will serve as Manager on Duty (MOD), interact respectfully with others, promote commitment to the organization's vision and values, and serve as a positive role model. In select stores without a Framing Manager, responsibilities also include leading the delivery of high-quality custom framing solutions. The Michaels Companies Inc. operates over 1,300 stores in 49 states and Canada, and online. Founded in 1973 and headquartered in Irving, Texas, Michaels is a leading destination for creativity and celebration, also owning Artistree, a custom framing manufacturer. Michaels is an Equal Opportunity Employer committed to the full inclusion of all qualified individuals and provides reasonable accommodations for people with disabilities.

Requirements

• Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job

Nice To Haves

• Retail management experience

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 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
• 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

Benefits

• Health insurance (medical, dental, and vision)
• Paid time off
• Tuition assistance
• Generous employee discounts

What This Job Offers

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