Customer Experience Manager - Part Time

Michaels - Portland, OR

Part-time - Mid Level

Portland, OR

1,001-5,000 employees

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

About the position

As a Customer Experience Manager at Michaels, you will play a pivotal role in delivering a customer-centric shopping experience by effectively managing front-end operations and expectations. Your primary responsibility will be to lead the omnichannel processes, ensuring that the store maintains high recovery standards to fulfill our Brand Promises. You will be expected to deliver friendly customer service and assist the Store Manager in enforcing adherence to Standard Operating Procedures (SOPs) and company programs, ensuring compliance with applicable laws and requirements. This includes holding your team accountable for store conditions and results, as well as ensuring that all front-end policies and procedures are followed to achieve key performance indicators (KPIs). In this role, you will plan and lead the execution of in-store events and classes in alignment with company programs. You will also 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. Training, observing, and coaching the customer experience team (both sales floor and cashier) will be essential to achieving results, and you will participate in the performance management process to support the talent development of your team. As a Manager on Duty (MOD), you will interact with customers in a respectful manner, helping them locate products and providing solutions to their inquiries. Additionally, you will participate in truck unloading and stocking processes to ensure that truck standards are met within budget. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions, managing the completion of the framing workload in partnership with the Store Manager. Your role will encompass various responsibilities, and you will be expected to perform other duties as assigned, contributing to the overall success of the store and enhancing the customer experience.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Deliver friendly customer service and assist the Store Manager in managing adherence to SOPs.
• Ensure compliance with applicable laws and company policies and standards.
• Achieve KPIs and manage the team to achieve their role KPIs.
• Plan and lead the execution of class and in-store events.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Assist with inventory processes including RTV and ASN activities.
• Train, observe, and coach the customer experience team to achieve results.
• Serve as Manager on Duty (MOD) and interact positively with customers.
• Participate in truck unloading and stocking processes.
• Cross-train in Custom Framing selling and production.

Requirements

• Mid-level 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.

Nice-to-haves

• Experience in leading omnichannel processes.
• Knowledge of custom framing solutions.

Benefits

• Opportunities for personal and professional growth.
• Inclusive environment for all Team Members.
• Reasonable accommodations for individuals with disabilities.