Customer Experience Manager Full Time

Michaels - Patchogue, NY

Full-time - Mid Level

Patchogue, NY

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 lead omnichannel processes, ensuring that customers receive a seamless experience across all platforms. Your commitment to friendly customer service will be reflected in every interaction, as you guide your team to meet and exceed customer expectations. In this role, you will assist the Store Manager in enforcing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements. You will be responsible for executing 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 plan and lead the execution of in-store events and classes in alignment with Company programs. You will also manage shrink and safety programs, assist with cash reconciliation and bank deposits, and support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities. Training, observing, and coaching the customer experience team will be a significant part of your responsibilities, as you participate in the performance management process and support the talent development of your team. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, serving as a role model and promoting the organization's vision and values. Your role will also involve acknowledging customers, helping them locate products, and providing effective solutions. You will participate in truck unloading and stocking processes to ensure that standards are met 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 needed, making this a dynamic and engaging position.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations and expectations.
• Lead the omnichannel processes to ensure a seamless customer experience.
• Maintain store recovery standards to uphold Brand Promises.
• Assist the 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.
• Hold team members accountable for store conditions and results.
• Achieve personal and team KPIs; manage team performance to meet their role KPIs.
• Plan and lead the execution of in-store events and classes in accordance with Company programs.
• Manage and execute shrink and safety programs effectively.
• Assist with cash reconciliation and bank deposits as needed.
• Support inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• Assist with the onboarding of new Team Members and provide training.
• Observe and coach the customer experience team to achieve results; participate in performance management.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to ensure standards are met.
• Cross-train in Custom Framing selling and production as needed.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store and perform regular bending, lifting, carrying, reaching, and stretching.
• Experience lifting heavy boxes and accessing high shelves using ladders or similar equipment.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of inventory management processes.
• Familiarity with cash handling procedures.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on products and services.