Michaels - Livermore, CA
posted 3 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 that align with our Brand Promises, ensuring that every customer interaction is positive and fulfilling. You will lead omnichannel processes, which means integrating various shopping methods available to consumers, such as online and in-store shopping, to enhance the overall customer experience. Your commitment to friendly customer service will be a cornerstone of your daily operations. 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, 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, further enhancing customer engagement. Managing shrink and safety programs will be part of your duties, as will assisting with cash reconciliation and bank deposits. You will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, as needed. Training, observing, and coaching the customer experience team will be vital to achieving results, and you will participate in the performance management process to support the talent development of your team. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, even in challenging situations. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Additionally, you will participate in truck unloading and stocking processes to ensure that standards are met and completed within budget. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions, ensuring timely completion of framing workloads in partnership with the Store Manager. Other duties may be assigned as necessary.