Customer Experience Manager Full Time

Michaels - Norman, OK

Full-time - Mid Level

Norman, OK

1,001-5,000 employees

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

About the position

The Customer Experience Manager is responsible for delivering a customer-centric shopping experience by managing front-end operations and leading omnichannel processes. This role involves ensuring compliance with company policies, training and developing team members, and maintaining store recovery standards to uphold the brand's promises. The manager will also oversee customer service, assist with inventory processes, and serve as the Manager on Duty (MOD).

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 Brand Promises.
• Deliver friendly customer service.
• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure execution of Company policies and standards; hold team accountable for store conditions and results.
• Ensure all front end policies and procedures are followed; achieve KPIs and manage 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 to achieve results; participate in the performance management process.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner; promote commitment to the organization's vision and values.
• Acknowledge customers, help locate products and provide solutions.
• Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
• Cross train in Custom Framing selling and production.

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.

Nice-to-haves

• Experience in custom framing selling and production.

Benefits

• Comprehensive benefits package (details available on MIKBenefits.com).
• Opportunities for personal and professional growth.