Michaels - Woodland, 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 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.