Customer Experience Manager - Full Time

Michaels - Vineland, NJ

Full-time - Mid Level

Vineland, NJ

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, inventory processes, and assist with cash reconciliation, while serving as a role model for the team.

Responsibilities

• Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations.
• Lead the omnichannel processes and maintain store recovery standards.
• Deliver friendly customer service and assist the Store Manager in managing adherence to Standard Operating Procedures (SOPs).
• Ensure execution of Company policies and standards; hold team accountable for store conditions and results.
• 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.
• Train, observe, and coach the customer experience team to achieve results; participate in the performance management process.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in the truck unloading and stocking processes to ensure standards are followed.
• 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 and perform regular bending, lifting, carrying, reaching, and stretching.

Nice-to-haves

• Experience in custom framing solutions.
• Strong leadership and team development skills.

Benefits

• Opportunities for personal and professional growth.
• Inclusive work environment.
• Equal Opportunity Employer commitment.