Customer Experience Manager FT

Michaels - Walker, MI

Full-time - Mid Level

Walker, MI

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

As a Customer Experience Manager, you will play a pivotal role in delivering a customer-centric shopping experience by effectively managing front-end operations and setting clear expectations for your team. Your leadership will be essential in maintaining store recovery standards and ensuring that our Brand Promises are upheld. You will be responsible for leading omnichannel processes, which include integrating various shopping channels to enhance customer satisfaction. Your commitment to friendly customer service will be a key component of your daily responsibilities. In this role, you will assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and company programs, which are crucial for compliance with applicable laws and requirements. You will oversee the execution of company policies and standards, holding your team accountable for store conditions and results. Achieving key performance indicators (KPIs) will be a significant part of your responsibilities, as you will manage your team to meet their individual KPIs as well. You will also plan and lead the execution of in-store events and classes in alignment with company programs, ensuring that these initiatives are successful and engaging for customers. Managing shrink and safety programs will be part of your duties, as well as assisting with cash reconciliation and bank deposits. You will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, as needed. Training, observing, and coaching the customer experience team, which includes both sales floor and cashier staff, will be a critical aspect of your role. You will participate in the performance management process and support the talent development of your team, utilizing leadership competencies for your own continued self-development. As the Manager on Duty (MOD), you will be responsible for overseeing store operations and ensuring a positive shopping experience for customers. Your interactions with customers and team members will be characterized by respect and positivity, even in challenging situations. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Additionally, you will participate in truck unloading and stocking processes to ensure that standards are met and completed within budget. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions, managing the completion of framing workloads in partnership with the Store Manager. Other duties may be assigned as necessary.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes to enhance customer satisfaction.
• Maintain store recovery standards to deliver Brand Promises.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs) and company programs.
• Ensure compliance with applicable laws and requirements.
• Execute company policies and standards, holding the team accountable for store conditions and results.
• Achieve KPIs and manage the 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 including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• Assist with the onboarding of new team members.
• Train, observe, and coach the customer experience team to achieve results.
• Participate in the performance management process and support talent development of the team.
• Serve as Manager on Duty (MOD).
• Interact with others in a respectful manner and promote commitment to the organization's vision and values.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• Cross-train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores without a Framing Manager.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of retail operations and inventory management.

Benefits

• Health insurance coverage.
• Paid time off (PTO).
• Employee discounts on products and services.