Michaels - Augusta, 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 managing and overseeing effective front-end operations. Your primary responsibility will be to lead the omnichannel processes, ensuring that the store maintains high recovery standards that align with our Brand Promises. You will be expected to deliver friendly and efficient customer service while assisting the Store Manager in enforcing 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 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 meet their respective KPIs. You will plan and lead the execution of in-store events and classes in accordance with company programs, 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. Additionally, you will assist with the onboarding of new team members and provide 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 in a respectful and positive manner, helping them locate products and providing solutions to their inquiries. You will also participate in the truck unloading and stocking processes to ensure that truck standards are met and completed within budget. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, ensuring timely completion of framing workloads in partnership with the Store Manager. Other duties may be assigned as necessary.