Michaels - Holly Springs, NC
posted about 2 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 friendly customer service will be a key component of your daily responsibilities, as you strive to create a welcoming environment for all customers. In this role, you will assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, which are crucial for compliance with applicable laws and requirements. You will oversee the execution of Company policies and standards, holding your team accountable for maintaining store conditions and achieving results. Your ability to manage front-end policies and procedures will be vital in achieving key performance indicators (KPIs) for both yourself and your team. You will also plan and lead the execution of in-store events and classes, ensuring they align with Company programs. Your responsibilities will include managing shrink and safety programs, assisting with cash reconciliation and bank deposits, and supporting inventory processes such as Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities. Additionally, you will play a crucial role in onboarding new team members and providing training, observation, and coaching to the customer experience team, which includes both sales floor and cashier staff. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, even in challenging situations. Your role will involve acknowledging customers, assisting them in locating products, and providing effective solutions to their inquiries. You will also participate in truck unloading and stocking processes to ensure that standards are met within budget. In select stores without a Framing Manager, you may also 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 needed.