Customer Experience Manager

Michaels - Mission Viejo, CA

Part-time - Entry Level

Mission Viejo, CA

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 primary focus will be on leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be responsible for ensuring that friendly customer service is at the forefront of all interactions, creating a welcoming environment for all customers. In this role, you will assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements. You will oversee the execution of Company policies and standards, holding your team accountable for store conditions and results. Your leadership will be crucial in achieving key performance indicators (KPIs) for both yourself and your team, ensuring that all front-end policies and procedures are followed diligently. You will also plan and lead the execution of in-store events and classes in alignment with Company programs, enhancing the customer experience and driving engagement. Managing shrink and safety programs will be a key responsibility, as will assisting with cash reconciliation and bank deposits. You will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, as needed. Training, observing, and coaching the customer experience team will be essential to achieving results. You will participate in the performance management process and 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, serving as a role model and promoting commitment to the organization's vision and values. Your responsibilities will also include acknowledging customers, helping them locate products, and providing effective solutions. You will participate in truck unloading and stocking processes to ensure that truck standards are met within budget. In select stores without a Framing Manager, you will 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 and maintain store recovery standards.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements; execute Company policies and standards.
• Achieve KPIs and manage team performance to meet 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.
• Assist with inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team to achieve results.
• Serve as Manager on Duty (MOD).
• Interact with customers in a respectful manner and promote the organization's vision and values.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• 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.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Nice-to-haves

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

Benefits

• Flexible scheduling options.
• Employee discounts on store products.
• Opportunities for professional development and training.