FT Customer Experience Manager

Michaels - North Riverside, IL

Full-time - Mid Level

North Riverside, IL

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 primary responsibility will be to lead the omnichannel processes, ensuring that the store maintains high recovery standards that align with our Brand Promises. You will be expected to deliver friendly and efficient customer service, creating an inviting atmosphere for all shoppers. In this role, you will assist the Store Manager in leading the team to adhere to Standard Operating Procedures (SOPs) and company programs, ensuring compliance with applicable laws and requirements. You will be responsible for executing company policies and standards, holding your team accountable for store conditions and results. Achieving key performance indicators (KPIs) will be a critical aspect of your role, and you will manage your team to ensure they meet their individual KPIs as well. You will also plan and lead the execution of in-store events and classes in accordance with company programs, manage shrink and safety programs, and assist with cash reconciliation and bank deposits. Your involvement in inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, will be essential to maintaining operational efficiency. Additionally, you will assist with the onboarding of new team members and provide training, observation, and coaching to 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 responsibilities. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, serving as a role model for others. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Your role will also involve participating in truck unloading and stocking processes to ensure that standards are met within budget. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, managing the completion of the framing workload in partnership with the Store Manager. Other duties may be assigned as necessary.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs) and company programs.
• Ensure compliance with applicable laws and execution of company policies and standards.
• Achieve KPIs and manage team performance to meet their role KPIs.
• Plan and lead the execution of in-store events and classes.
• 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).
• Assist with onboarding new team members and provide training.
• 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.

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.