Michaels - Concord, NC
posted about 2 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 lead omnichannel processes, ensuring that customers receive a seamless experience across all platforms. Your commitment to friendly customer service will be reflected in every interaction, as you guide your team to meet and exceed customer expectations. In this role, you will assist the Store Manager in enforcing adherence 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 responsibilities, as you 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 alignment 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 crucial in maintaining operational efficiency. Additionally, you will assist in onboarding new team members and provide training, observation, and coaching to the customer experience team, ensuring they are equipped to achieve results. 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. Your responsibilities will also include acknowledging customers, helping them locate products, and providing effective solutions to their inquiries. You will participate in truck unloading and stocking processes, ensuring that 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, managing the completion of the framing workload in partnership with the Store Manager. Other duties may be assigned as needed.