Michaels - Issaquah, WA
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 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.