Customer Experience Manager

Michaels - Woodland, CA

Full-time - Mid Level

Woodland, 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 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 leadership will also extend to ensuring that all front-end policies and procedures are followed, with a focus on achieving key performance indicators (KPIs) for both yourself and your team. You will plan and lead the execution of in-store events and classes in accordance with Company programs, enhancing the customer experience and driving engagement. Additionally, you will manage 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 and developing your team will be a key focus, as you will observe, coach, and participate in the performance management process to foster talent 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 for others. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Your responsibilities may also include participating in truck unloading and stocking processes, ensuring that 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 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 and expectations.
• Lead the omnichannel processes to integrate online and in-store experiences.
• Maintain store recovery standards to deliver Brand Promises.
• Assist Store Manager in leading adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements; execute Company policies and standards.
• Hold team accountable for store conditions and results.
• Ensure all front-end policies and procedures are followed; achieve KPIs and manage team performance.
• Plan and lead 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 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).
• Interact with others in a respectful manner and promote commitment to 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 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

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on products and services.