Full Time/Customer Experience Manager

Michaels - Livermore, CA

Full-time - Mid Level

Livermore, CA

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 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.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes to enhance customer engagement.
• Maintain store recovery standards to deliver Brand Promises.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements.
• Execute Company policies and standards, holding the team accountable for store conditions and results.
• Achieve KPIs and manage the 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.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team to achieve results.
• Participate in the performance management process and support Talent Development of the team.
• Serve as Manager on Duty (MOD).
• Interact with customers in a respectful manner and provide solutions to their inquiries.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• Cross train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores without a Framing Manager.

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.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of inventory management processes.
• Familiarity with cash handling procedures.

Benefits

• Health insurance coverage.
• Paid time off (PTO).
• Employee discounts on products and services.