Customer Experience Manager (Full Time)

Michaels - Sequim, WA

Full-time - Mid Level

Sequim, WA

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 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.

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 deliver Brand Promises.
• Assist the Store Manager in leading 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.
• Ensure all front-end policies and procedures are followed; achieve KPIs and manage team performance.
• 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.
• 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).
• Interact with customers in a respectful manner and provide solutions to their inquiries.
• Participate in truck unloading and stocking processes to ensure standards are met.
• 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.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves by 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 (PTO).
• Employee discounts on store products.