Customer Experience Manager

Michaels - Greensboro, NC

Full-time - Mid Level

Greensboro, NC

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 executing effective front-end operations. Your primary responsibility will be to lead the omnichannel processes while maintaining store recovery standards to uphold our Brand Promises. You will be expected to deliver friendly customer service and assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements. This includes holding your team accountable for store conditions and results, as well as ensuring that all front-end policies and procedures are followed to achieve key performance indicators (KPIs). In this role, you will plan and lead the execution of classes and in-store events in accordance with Company programs. You will also manage and execute 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. Training, observing, and coaching the customer experience team (both sales floor and cashier) will be essential to achieving results, and you will participate in the performance management process to support the talent development of your team. As a Manager on Duty (MOD), you will interact with customers in a respectful manner, promoting commitment to the organization's vision and values while serving as a role model for others. Additionally, you will acknowledge customers, help locate products, and provide solutions to their inquiries. You will participate in the truck unloading and stocking processes to ensure that truck standards are followed and completed within budget. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions to customers, ensuring timely 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 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 requirements and execution of Company policies.
• Achieve KPIs and manage the team to achieve their role KPIs.
• Plan and lead the execution of class and in-store events in accordance with Company programs.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Support inventory processes including RTV and ASN activities as needed.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team to achieve results.
• Participate in the performance management process and support Talent Development of your team.
• Serve as Manager on Duty (MOD) and interact positively with customers.
• Participate in truck unloading and stocking processes to ensure standards are met.
• 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

• Comprehensive benefits package (details available on MIKBenefits.com).
• Opportunities for personal and professional growth.
• Inclusive work environment that fosters creativity.