Customer Experience Manager

$35,360 - $47,216/Yr

Michaels - Capitola, CA

Full-time - Entry Level

Capitola, CA

1,001-5,000 employees

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

About the position

The position involves managing front-end operations to deliver a customer-centric shopping experience at Michaels. The role includes leading omnichannel processes, maintaining store recovery standards, and ensuring compliance with company policies and procedures. The individual will also be responsible for training and developing team members while providing excellent customer service.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist the Store Manager in managing adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with applicable laws and company policies.
• Achieve KPIs and manage the team to meet their role KPIs.
• Plan and lead the execution of in-store events.
• Manage and execute shrink and safety programs.
• 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 training the customer experience team.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in truck unloading and stocking processes.
• 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.

Nice-to-haves

• Experience in retail management is preferred.

Benefits

• Opportunities for personal and professional growth.
• Inclusive work environment.
• Reasonable accommodations for individuals with disabilities.