Customer Experience Manager PT

Michaels - Rosenberg, TX

Part-time - Entry Level

Rosenberg, TX

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 met consistently. You will lead omnichannel processes, ensuring that customers receive a seamless experience across all platforms. Your commitment to friendly customer service will be reflected in every interaction, as you guide your team to uphold these values. In this role, you will assist the Store Manager in enforcing adherence to Standard Operating Procedures (SOPs) and company programs, ensuring compliance with applicable laws and requirements. You will be responsible for executing company policies and standards, holding your team accountable for store conditions and results. Achieving key performance indicators (KPIs) will be a priority, and you will manage your team to ensure they meet their individual KPIs as well. You will also plan and lead the execution of in-store events and classes in alignment with company programs. Your responsibilities 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 assist in onboarding new team members and provide training, observation, and coaching to the customer experience team, which includes both sales floor and cashier staff. Your role will also involve 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, assist them in locating products, and provide effective solutions to their inquiries. Your involvement in the truck unloading and stocking processes will ensure that standards are met and completed within budget. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions, managing the 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 front-end operations.
• Lead the omnichannel processes to ensure a seamless customer experience.
• Maintain store recovery standards to uphold Brand Promises.
• Assist the Store Manager in enforcing 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 individual KPIs.
• Plan and lead the execution of in-store events and classes 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 onboarding new team members and provide training and coaching to the customer experience team.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in truck unloading and stocking processes to ensure standards are met.
• 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 and perform regular bending, lifting, carrying, reaching, and stretching.
• Ability to lift heavy boxes and access high shelves using a ladder or similar equipment.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of retail operations and inventory management.

Benefits

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