Customer Experience Manager, Full Time

Michaels - Skokie, IL

Full-time - Mid Level

Skokie, IL

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

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.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements and execution of Company policies and standards.
• Achieve KPIs and manage team performance to meet 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 Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• Onboard new Team Members and train the customer experience team.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in 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.
• 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 retail operations and inventory management.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on products and services.