Customer Experience Manager - Full Time - Charlotte Center/Annex Ave

Michaels

Full-time - Mid Level

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 primary focus will be on leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be responsible for ensuring that friendly customer service is consistently delivered, creating a welcoming environment for all customers. In this role, you 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. You will oversee the execution of Company policies and standards, holding your team accountable for store conditions and results. Your leadership will be crucial in achieving key performance indicators (KPIs) for both yourself and your team, as you guide them in meeting their individual KPIs. You will also plan and lead the execution of in-store events and classes in alignment with Company programs, ensuring that all front-end policies and procedures are followed. Your responsibilities will include managing shrink and safety programs, assisting with cash reconciliation and bank deposits, and supporting inventory processes such as Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Additionally, you will assist in onboarding new team members and provide training, observation, and coaching to the customer experience team, which includes both sales floor and cashier staff. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, even in challenging situations. You will promote a commitment to the organization's vision and values, serving as a role model for others. Your duties will also involve acknowledging customers, helping them locate products, and providing effective solutions to their inquiries. You will participate in truck unloading and stocking processes to ensure that truck standards are met and completed within budget. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, managing the completion of the framing workload 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 and expectations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist the Store Manager in managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements and execution of Company policies and standards.
• Achieve 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 including 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 to achieve results.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner, promoting 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 truck standards are followed and completed within budget.
• 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 and holidays.
• Employee discounts on products and services.