Customer Experience Manager - Part Time Evenings

Michaels - Fort Collins, CO

Part-time - Entry Level

Fort Collins, CO

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 upheld. You will be responsible for leading omnichannel processes and delivering friendly customer service that enhances the overall shopping experience for our customers. In this part-time evening role, you will assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, guaranteeing compliance with applicable laws and requirements. You will oversee the execution of Company policies and standards, holding your team accountable for store conditions and results. Your responsibilities will include ensuring that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs), and managing your team to meet their individual KPIs. You will also plan and lead the execution of in-store events and classes in alignment with Company programs, manage shrink and safety programs, and assist 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, which includes both sales floor and cashier staff. Participation in the performance management process and supporting the talent development of your team will be key aspects of your role. 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 responsibilities will also include participating in truck unloading and stocking processes to ensure that standards are met and completed within budget. In select stores without a Framing Manager, you may 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 and expectations.
• 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; execute 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.
• Assist with onboarding new Team Members and provide training to 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.
• 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 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

• Flexible scheduling options for part-time employees.
• Employee discounts on store products.