Customer Experience Manager PT

Michaels - Katy, TX

Part-time - Entry Level

Katy, 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 that align with our Brand Promises, ensuring that every customer interaction is positive and fulfilling. You will lead omnichannel processes, which are crucial for integrating our online and in-store experiences, and you will be responsible for delivering friendly and efficient customer service at all times. 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 tasked with executing company policies and standards, holding your team accountable for maintaining store conditions and achieving results. Your responsibilities will include ensuring that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs), and managing your team to meet their individual KPIs. You will also plan and lead the execution of in-store events and classes in accordance with company programs, manage shrink and safety programs, and assist with cash reconciliation and bank deposits. Inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, will also fall under your purview. Additionally, you will assist in onboarding new team members and play a key role in training, observing, and coaching the customer experience team, which includes both sales floor and cashier staff. Your participation in the performance management process will support the talent development of your team, utilizing leadership competencies for your own continued self-development. 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 role will also involve participating in truck unloading and stocking processes to ensure that 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 omnichannel processes to integrate online and in-store experiences.
• Maintain store recovery standards to deliver Brand Promises.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with applicable laws and company policies.
• Achieve personal and team KPIs and manage team performance.
• Plan and execute in-store events and classes according to 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).
• Assist with onboarding new team members.
• Train, observe, and coach the customer experience team.
• Serve as Manager on Duty (MOD).
• Acknowledge customers and assist them in locating products.
• 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 physical tasks such as bending, lifting, carrying, reaching, and stretching.
• Experience in managing a team and achieving KPIs.

Nice-to-haves

• Experience in custom framing solutions.
• Knowledge of retail operations and customer service best practices.

Benefits

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