FT Customer Experience Manager

Michaels - Schaumburg, IL

Full-time - Mid Level

Schaumburg, IL

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

About the position

As a Customer Experience Manager, you will be responsible for delivering a customer-centric shopping experience by effectively managing front-end operations and setting clear expectations for your team. Your role will involve leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be expected to provide friendly customer service and ensure that all front-end policies and procedures are adhered to, while also achieving your Key Performance Indicators (KPIs) and managing your team to meet their respective KPIs. In collaboration with the Store Manager, you will assist in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements. You will hold your team accountable for store conditions and results, while also planning and executing in-store events in alignment 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 as needed. You will play a crucial role in onboarding new Team Members and will be responsible for training, observing, and coaching the customer experience team, which includes both sales floor and cashier staff. Participation in the performance management process and supporting the Talent Development of your team will be key aspects of your role. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, promoting a commitment to the organization's vision and values. You will also be involved in the truck unloading and stocking processes to ensure that truck standards are met and completed within budget. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, ensuring timely completion of the framing workload in partnership with the Store Manager. Other duties may be assigned as necessary, making flexibility and adaptability important traits for this position.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations and expectations.
• Lead the omnichannel processes and maintain store recovery standards to deliver Brand Promises.
• Deliver friendly customer service and assist the Store Manager in managing adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with applicable laws and requirements and execution of Company policies and standards.
• Achieve KPIs and manage your team to achieve their role KPIs.
• Plan and lead the execution of class and in-store events in accordance with Company programs.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Assist with inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Assist with the onboarding of new Team Members and train the customer experience team.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in the truck unloading and stocking processes to ensure standards are followed.
• 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 customer service roles.
• Knowledge of retail operations and inventory management.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on products and services.