Customer Experience Manager Full Time

Michaels - Austin, TX

Full-time - Mid Level

Austin, TX

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 responsibility will be to lead the omnichannel processes, ensuring that store recovery standards are maintained to uphold our Brand Promises. You will be expected to deliver friendly and efficient customer service, creating a welcoming environment for all shoppers. 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 be responsible for executing Company policies and standards, holding your team accountable for store conditions and results. Achieving your Key Performance Indicators (KPIs) and managing your team to meet their individual KPIs will be crucial to your success. You will also plan and lead the execution of in-store events and classes in alignment with Company programs. Managing shrink and safety programs will be part of your duties, as well as assisting with cash reconciliation and bank deposits. Additionally, you will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Onboarding new team members and training the customer experience team (both sales floor and cashier) will be essential, as you will 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, even in challenging situations. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Your role will also involve participating in truck unloading and stocking processes to ensure that truck 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 necessary.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Deliver friendly customer service and assist the Store Manager in managing adherence to SOPs and Company programs.
• Ensure compliance with applicable laws and requirements and execute 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 RTV and 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) 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 followed.
• 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 and perform regular bending, lifting, carrying, reaching, and stretching.
• Ability to lift heavy boxes and access high shelves using a ladder 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.