Michaels
posted 3 months ago
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 accountable for the execution of company policies and standards, holding your team responsible 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. Additionally, you will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, as needed. Training and coaching the customer experience team will be a significant part of your role, as you will participate in the performance management process and support the talent development of your team members. 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.