Michaels - Fort Collins, CO
posted 4 months ago
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.