Retail Customer Service Manager

Michaels Stores•Wasilla, AK

2d•Onsite

About The Position

The Michaels Companies Inc. is seeking a Retail Customer Service Manager for its store in Wasilla, AK. The company is a leading destination for creativity and celebration in North America, operating over 1,300 stores across 49 states and Canada, as well as online. Michaels 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. This management role is crucial for delivering a customer-centric shopping experience by effectively managing front-end operations and leading omnichannel processes. The manager is also responsible for maintaining store recovery standards and ensuring friendly customer service. A significant part of the role involves assisting the Store Manager in upholding Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with legal requirements, executing company policies, and maintaining store conditions. The position requires achieving personal KPIs and managing the team to meet their KPIs. The manager will also plan and execute in-store events, manage shrink and safety programs, and support various operational tasks like cash reconciliation, bank deposits, and inventory processes (RTV, ASN). A key leadership component involves onboarding new team members, training, observing, and coaching the customer experience team (sales floor and cashier) to achieve results, participating in performance management, and supporting talent development. The Retail Customer Service Manager will serve as Manager on Duty (MOD), interacting with others respectfully, promoting company values, and acting as a positive role model. Additionally, the role involves assisting customers with product location and solutions, participating in truck unloading and stocking, and cross-training in Custom Framing. In stores without a dedicated Framing Manager, this role extends to leading the delivery of high-quality custom framing solutions.

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