Michaels - Macon, GA
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 store recovery standards are maintained to uphold our Brand Promises. You will be expected to deliver friendly customer service and assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs. This includes ensuring compliance with applicable laws and requirements, executing Company policies and standards, and holding your team accountable for store conditions and results. In this role, you will ensure that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs) while managing your team to meet their respective KPIs. You will plan and lead the execution of classes and in-store events in accordance with Company programs, manage and execute shrink and safety programs, and assist with cash reconciliation and bank deposits. Additionally, you will be involved in inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Your leadership will extend to onboarding new Team Members, training, observing, and coaching the customer experience team (both sales floor and cashier) to achieve results. You will participate in the performance management process and support the Talent Development of your team, utilizing leadership competencies for your continued self-development. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful manner, promoting commitment to the organization's vision and values while projecting a positive image and serving as a role model. You will also acknowledge customers, assist them in locating products, and provide solutions to their inquiries. Participation in truck unloading and stocking processes will be required 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 to customers, managing the completion of the framing workload in partnership with the Store Manager. Other duties may be assigned as necessary.