Customer Experience Manager

Michaels - Issaquah, WA

Part-time - Entry Level

Issaquah, WA

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 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. 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 and execute key performance indicators (KPIs) will be vital, as you will guide your team to meet their individual KPIs as well. You will also be responsible for planning and leading the execution of in-store events and classes in alignment with company programs. Your role 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 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. Your participation in the performance management process will support the talent development of your team, utilizing leadership competencies for your own continued self-development. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, even in challenging situations. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Your responsibilities will also include participating 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, ensuring timely completion of framing workloads in collaboration with the Store Manager. Other duties may be assigned as needed.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes to enhance customer satisfaction.
• Maintain store recovery standards to uphold Brand Promises.
• Assist the Store Manager in managing adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with applicable laws and company policies.
• Achieve KPIs and manage team performance to meet their role KPIs.
• Plan and execute in-store events and classes in accordance with company programs.
• Manage and execute shrink and safety programs effectively.
• Assist with cash reconciliation and bank deposits.
• Support inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN).
• Assist with onboarding new team members and provide training.
• Coach the customer experience team to achieve results and support talent development.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in truck unloading and stocking processes to meet standards.
• Cross-train in Custom Framing selling and production.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store and perform regular bending, lifting, carrying, reaching, and stretching.
• Experience lifting heavy boxes and accessing high shelves using ladders or similar equipment.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of retail operations and inventory management.
• Familiarity with omnichannel retail strategies.

Benefits

• Flexible scheduling options for part-time work.
• Employee discounts on store products.