Michaels - Walker, MI
posted about 2 months ago
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.