Customer experience Manger

Michaels - Atlanta, GA

Full-time - Entry Level

Atlanta, GA

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 ensure a customer-centric shopping experience at the store. The role includes leading omnichannel processes, maintaining store recovery standards, and delivering friendly customer service. The individual will assist the Store Manager in adhering to Standard Operating Procedures (SOPs) and ensuring compliance with company policies and standards.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes.
• Maintain store recovery standards to deliver brand promises.
• Deliver friendly customer service.
• Assist Store Manager in leading adherence to SOPs and company programs.
• Ensure execution of company policies and standards.
• Hold team accountable for store conditions and results.
• Ensure all front-end policies and procedures are followed.
• Achieve KPIs and manage team to achieve their role KPIs.
• Plan and lead execution of class and in-store events.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Assist with inventory processes including RTV and ASN activities.
• Assist with onboarding of new team members.
• Train, observe, and coach the customer experience team.
• Participate in the performance management process.
• Support talent development of the team.
• Serve as Manager on Duty (MOD).
• Interact with others in a respectful manner and promote commitment to the organization's vision and values.
• Acknowledge customers and help locate products.
• Participate in truck unloading and stocking processes.
• Cross train in Custom Framing selling and production.
• Lead delivery of high-quality custom framing solutions in select stores.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Benefits

• Comprehensive benefits package as detailed on Michaels Benefits website.