Customer Experience Manager

Michaels - Gurnee, IL

Full-time - Mid Level

Gurnee, IL

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

As a Customer Experience Manager at our Gurnee location, you will play a pivotal role in enhancing the overall customer experience within our store. Your primary focus will be to lead and inspire a team dedicated to providing exceptional service to our customers. You will be responsible for developing and implementing strategies that foster a customer-centric culture, ensuring that every interaction with our brand is positive and memorable. This position requires a blend of leadership, creativity, and a deep understanding of customer needs and preferences. In this role, you will oversee daily operations, ensuring that the store meets its customer service goals while maintaining high standards of quality and efficiency. You will work closely with various departments to align customer experience initiatives with business objectives. Additionally, you will analyze customer feedback and data to identify trends and areas for improvement, implementing changes as necessary to enhance satisfaction and loyalty. You will also be responsible for training and mentoring team members, equipping them with the skills and knowledge needed to deliver outstanding service. Your leadership will be crucial in creating a positive work environment that encourages collaboration and innovation. As a Customer Experience Manager, you will be the voice of the customer within the organization, advocating for their needs and ensuring that they are at the forefront of our business decisions.

Responsibilities

• Lead and manage the customer experience team to ensure high levels of service and satisfaction.
• Develop and implement customer experience strategies that align with business goals.
• Analyze customer feedback and data to identify trends and areas for improvement.
• Train and mentor team members to enhance their customer service skills.
• Collaborate with other departments to ensure a cohesive customer experience across all touchpoints.
• Monitor and report on customer experience metrics and KPIs.
• Foster a customer-centric culture within the store.

Requirements

• Proven experience in a customer service or management role, preferably in retail.
• Strong leadership skills with the ability to motivate and inspire a team.
• Excellent communication and interpersonal skills.
• Ability to analyze data and make informed decisions based on customer feedback.
• Creative problem-solving skills and a passion for enhancing customer experiences.

Nice-to-haves

• Experience with customer experience management tools and software.
• Knowledge of retail operations and best practices.
• Ability to speak multiple languages.

Benefits

• Health insurance coverage
• 401(k) retirement savings plan
• Paid time off and holidays
• Employee discounts on products and services
• Opportunities for professional development and training