Customer Experience Manager Part Time

$35,360 - $59,072/Yr

Michaels - Fullerton, CA

Part-time - Entry Level

Fullerton, CA

1,001-5,000 employees

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

About the position

As a Customer Experience Manager at Michaels Stores, you will play a pivotal role in delivering a customer-centric shopping experience by managing and executing effective front-end operations. Your primary responsibility will be to lead the omnichannel processes while maintaining store recovery standards to uphold our Brand Promises. You will be expected to deliver friendly customer service and assist the Store Manager in ensuring 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. You will also be responsible for achieving your Key Performance Indicators (KPIs) and managing your team to achieve their respective KPIs. In addition to these responsibilities, you will plan and lead the execution of classes and in-store events in accordance with company programs. You will manage and execute 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 while supporting the talent development of your team. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful manner, promoting a positive image and serving as a role model. Your role will also involve acknowledging customers, helping them locate products, and providing solutions to their inquiries. You will participate in truck unloading and stocking processes to ensure that truck standards are followed and completed within budget. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, managing the 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.
• Deliver friendly customer service and assist the Store Manager in managing adherence to SOPs.
• Ensure compliance with applicable laws and company policies.
• Achieve KPIs and manage team performance to meet their role KPIs.
• Plan and lead the execution of classes and in-store events.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Support inventory processes including RTV and 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.
• Lead the delivery of custom framing solutions in select stores.

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.

Nice-to-haves

• Experience in custom framing selling and production.

Benefits

• Opportunities for personal and professional growth.
• Inclusive work environment that fosters creativity and innovation.