Michaels - Sunnyvale, CA
posted 4 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 and ensuring that our Brand Promises are upheld. You will be responsible for leading omnichannel processes, which include integrating various shopping channels to enhance customer satisfaction. Your commitment to delivering friendly customer service will be a key aspect of your role, as you will interact with customers to ensure their needs are met and their shopping experience is enjoyable. In this position, you will assist the Store Manager in leading the team to adhere 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 store conditions and results. Achieving key performance indicators (KPIs) will be a priority, and you will manage your team to ensure they meet their individual KPIs as well. You will also plan and lead the execution of in-store events and classes in alignment with company programs, manage shrink and safety programs, and assist with cash reconciliation and bank deposits. Your role will involve supporting inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Additionally, you will assist in onboarding new team members and provide training, observation, and coaching to the customer experience team, which includes both sales floor and cashier staff. Participation in the performance management process and supporting the talent development of your team will be crucial for fostering a high-performing environment. As the Manager on Duty (MOD), you will be expected to interact with others in a respectful and positive manner, even in challenging situations. You will serve as a role model for your team, promoting commitment to the organization's vision and values. Acknowledging customers, helping them locate products, and providing effective solutions will be part of your daily responsibilities. You will also participate in truck unloading and stocking processes to ensure that standards are met and completed within budget. In select stores without a Framing Manager, you may lead the delivery of high-quality custom framing solutions, managing the completion of framing workloads in partnership with the Store Manager. Other duties may be assigned as necessary.