Customer Experience Manager PT

Michaels - Augusta, GA

Part-time - Entry Level

Augusta, GA

1,001-5,000 employees

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

About the position

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.

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 and standards.
• Achieve KPIs and manage the team to meet their role KPIs.
• Plan and lead the execution of in-store events and classes.
• 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 and training of new team members.
• Train, observe, and coach the customer experience team to achieve results.
• Serve as Manager on Duty (MOD) and interact positively with customers.
• Participate in truck unloading and stocking processes.
• Cross-train in Custom Framing selling and production.

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.
• Reasonable accommodations for individuals with disabilities.