Customer Experience Manager Part Time

Michaels - Culpeper, VA

Part-time - Entry Level

Culpeper, VA

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

About the position

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, which include integrating various shopping channels to enhance customer satisfaction. Your commitment to friendly customer service will be a key component of your daily responsibilities, as you strive to create a welcoming environment for all customers. In this role, you will assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, which are crucial for compliance with applicable laws and requirements. You will oversee the execution of Company policies and standards, holding your team accountable for maintaining store conditions and achieving results. Your ability to manage key performance indicators (KPIs) will be vital, as you will work to ensure that both you and your team meet and exceed these targets. You will also be responsible for planning and leading the execution of in-store events and classes, aligning with Company programs to drive customer engagement. Your role will include managing shrink and safety programs, assisting with cash reconciliation and bank deposits, and supporting inventory processes such as Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities. Additionally, you will play a key role in onboarding new team members and providing training, observation, and coaching to the customer experience team, which includes both sales floor and cashier staff. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, serving as a role model for others. Your responsibilities will also include acknowledging customers, assisting them in locating products, and providing effective solutions to their inquiries. You will participate in the 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, managing the completion of framing workloads in partnership with the Store Manager. Other duties may be assigned as needed.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes to enhance customer satisfaction.
• Maintain store recovery standards to uphold Brand Promises.
• Assist the Store Manager in managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements.
• Execute Company policies and standards, holding the team accountable for store conditions and results.
• Achieve KPIs and manage the team to meet their role KPIs.
• Plan and lead the execution of class and in-store events in accordance with Company programs.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Support inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team to achieve results.
• Participate in the performance management process and support Talent Development of the team.
• Serve as Manager on Duty (MOD).
• Interact with customers in a respectful manner and provide solutions to their inquiries.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• Cross-train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores without a Framing Manager.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of retail operations and inventory management.
• Familiarity with cash handling procedures.

Benefits

• Flexible scheduling options for part-time work.
• Employee discounts on store products.