Michaels - Portland, OR
posted 3 months ago
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.