Michaels - Sequim, WA
posted 2 months ago
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 met consistently. You will lead omnichannel processes, ensuring that customers receive a seamless experience whether they shop in-store or online. Your commitment to friendly customer service will be a hallmark of your management style, fostering an environment where customers feel valued and appreciated. In this role, you will assist the Store Manager in leading the team to adhere 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 key performance indicators (KPIs) will be a critical aspect of your responsibilities, as you manage your team to meet their individual KPIs as well. You will also plan and lead the execution of in-store events and classes in alignment with company programs, enhancing the customer experience and driving engagement. Managing shrink and safety programs will be part of your duties, as well as assisting with cash reconciliation and bank deposits. Your role will involve supporting inventory processes, including 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, ensuring they achieve their goals and develop their skills. 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. Participation in truck unloading and stocking processes will be necessary to maintain operational efficiency. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions, ensuring timely completion of framing workloads in collaboration with the Store Manager. Other duties may be assigned as needed, contributing to the overall success of the store.