Customer Experience Manager Part Time

$26,000 - $48,000/Yr

Michaels - Shreveport, LA

Part-time - Entry Level

Shreveport, LA

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

About the position

As a Customer Experience Manager at Michaels Stores, Inc., you will play a pivotal role in delivering a customer-centric shopping experience. Your primary responsibility will be to manage and oversee effective front-end operations while ensuring that customer expectations are met and exceeded. You will lead the omnichannel processes, which involve integrating various shopping channels to provide a seamless experience for customers. Maintaining store recovery standards is essential to uphold the brand promises of Michaels, and you will be expected to deliver friendly and efficient customer service at all times. In this role, you will 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. You will also be responsible for ensuring that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs), and managing your team to achieve 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 assist with 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 a significant part of your responsibilities, as will participating in the performance management process and supporting the talent development of your team. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, even in challenging situations. You will acknowledge customers, help them locate products, and provide solutions to their inquiries. Participation in truck unloading and stocking processes is also 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, ensuring timely 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 and delivering effective front-end operations and expectations.
• Lead the omnichannel processes.
• Maintain store recovery standards to deliver our Brand Promises.
• Deliver friendly customer service.
• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve 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.
• Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations.
• Acknowledge customers, help locate the product and provide solutions.
• Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
• Cross train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions to customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

Requirements

• Experience in retail management or supervisory roles.
• Strong leadership and team management skills.
• Excellent customer service skills and a customer-centric mindset.
• Ability to manage multiple tasks and priorities effectively.
• Knowledge of retail operations and inventory management.
• Strong communication and interpersonal skills.

Nice-to-haves

• Experience in custom framing or related fields.
• Familiarity with omnichannel retail processes.
• Previous experience in training and development of team members.

Benefits

• Flexible scheduling options.
• Employee discounts on store merchandise.
• Opportunities for career advancement within the company.