Customer Experience Manager Geneva, IL FULL TIME

Michaels - Geneva, IL

Full-time - Mid Level

Geneva, IL

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

About the position

As a Customer Experience Manager at our Geneva, IL location, you will play a pivotal role in delivering a customer-centric shopping experience. Your primary responsibility will be to manage and oversee effective front-end operations while ensuring that customer expectations are met and exceeded. You will lead the omnichannel processes, maintaining store recovery standards to uphold our Brand Promises. Your commitment to delivering friendly customer service will be essential in creating a welcoming environment for our customers. In this role, you will assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs. This includes ensuring compliance with applicable laws and requirements, executing Company policies and standards, and holding your team accountable for store conditions and results. You will also be responsible for ensuring that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs), and managing your team to achieve their respective KPIs. You will plan and lead the execution of in-store events and classes in accordance with Company programs, manage and execute shrink and safety programs, and assist 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. Training, observing, and coaching the customer experience team (both sales floor and cashier) will be a key part of your responsibilities, as will participating in the performance management process and supporting 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, promoting a commitment to the organization's vision and values. 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 and completed within budget. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, ensuring timely 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.
• 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 in-store events and classes.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Support inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• Assist with onboarding new Team Members and training 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 meet truck standards.
• 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.
• Experience lifting heavy boxes and accessing high shelves using ladders 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.