customer experience manager

Michaels - Memphis, TN

Part-time - Mid Level

Memphis, TN

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

About the position

As a Customer Experience Manager, you will play a pivotal role in enhancing the overall customer journey within our store. Your primary focus will be to ensure that every customer interaction is positive, memorable, and aligned with our brand values. You will lead a team dedicated to providing exceptional service, fostering a culture of innovation and teamwork. This position requires a hands-on approach to managing customer feedback, resolving issues, and implementing strategies that elevate the customer experience. You will collaborate closely with various departments to ensure that our customers receive the best possible service and support throughout their shopping experience. In this role, you will be responsible for analyzing customer feedback and data to identify trends and areas for improvement. You will develop and implement training programs for staff to enhance their customer service skills and ensure they are equipped to handle customer inquiries effectively. Additionally, you will work on creating engaging in-store experiences that resonate with our customers and encourage repeat visits. Your ability to lead by example and inspire your team will be crucial in achieving our customer satisfaction goals. You will also be tasked with monitoring store performance metrics related to customer experience and reporting on these findings to upper management. This includes setting goals for customer satisfaction and working diligently to meet or exceed these targets. Your insights will help shape the future of our customer service strategies and contribute to the overall success of the store.

Responsibilities

• Lead and manage the customer experience team to ensure high levels of customer satisfaction.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Develop and implement training programs for staff to enhance customer service skills.
• Create engaging in-store experiences that resonate with customers.
• Monitor store performance metrics related to customer experience and report findings to management.
• Set goals for customer satisfaction and work to meet or exceed these targets.
• Collaborate with various departments to ensure a seamless customer journey.

Requirements

• Proven experience in customer service or customer experience management.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• Ability to analyze data and derive actionable insights.
• Experience in developing training programs and enhancing team performance.

Nice-to-haves

• Experience in retail management or a similar environment.
• Familiarity with customer feedback tools and metrics.
• Creative problem-solving skills to address customer issues effectively.

Benefits

• Flexible scheduling options to accommodate work-life balance.
• Opportunities for professional development and training.
• Employee discounts on products and services.