Michaels - Skokie, IL
posted 2 months ago
As a Customer Experience Manager, you will be responsible for delivering a customer-centric shopping experience by effectively managing front-end operations and setting clear expectations for your team. Your role will involve leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be expected to provide friendly customer service and ensure that all front-end policies and procedures are adhered to, while also achieving your Key Performance Indicators (KPIs) and guiding your team to meet their individual KPIs. In collaboration with the Store Manager, you will assist in leading and managing compliance with Standard Operating Procedures (SOPs) and Company programs, ensuring that all applicable laws and requirements are met. You will hold your team accountable for store conditions and results, and plan and lead the execution of in-store events and classes in alignment with Company programs. Additionally, you will manage shrink and safety programs, assist with cash reconciliation and bank deposits, and support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Your leadership will extend to onboarding new team members, training, observing, and coaching the customer experience team, which includes both sales floor and cashier staff. You will participate in the performance management process and support the talent development of your team, utilizing leadership competencies for your own self-development. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, promoting a commitment to the organization's vision and values. You will also be responsible for acknowledging customers, assisting them in locating products, and providing effective solutions to their inquiries. In addition to these responsibilities, you will participate in truck unloading and stocking processes to ensure that truck standards are met within budget. If you are in a select store without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions, ensuring timely completion of framing workloads in partnership with the Store Manager. Other duties may be assigned as necessary.