Full Time Customer Experience Manager

Michaels - Santa Clarita, CA

Full-time - Mid Level

Santa Clarita, CA

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

About the position

As a Full Time 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 this position, you will assist the Store Manager in leading and managing 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. Additionally, you will plan and lead the execution of in-store events in accordance with Company programs, manage shrink and safety programs, and assist with cash reconciliation and bank deposits. Your responsibilities will also include assisting with inventory processes, such as Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, as needed. You will play a key role in onboarding new Team Members and will be responsible for training, observing, and coaching the customer experience team (both sales floor and cashier) to achieve results. Participation in the performance management process and supporting the Talent Development of your team will be essential, utilizing leadership competencies for your continued self-development. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, promoting commitment to the organization's vision and values. You will acknowledge customers, assist them in locating products, and provide solutions to their inquiries. Additionally, you will participate in truck unloading and stocking processes to ensure that truck standards are followed and completed within budget. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions to customers, ensuring timely 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 and expectations.
• Lead the omnichannel processes.
• Maintain store recovery standards to deliver Brand Promises.
• Deliver friendly customer service.
• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements; execute Company policies and standards.
• Hold team accountable for store conditions and results.
• Ensure all front end policies and procedures are followed; achieve KPIs and manage 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.
• Train, observe, and coach the customer experience team to achieve results.
• Participate in the performance management process; support Talent Development of your team.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner; remain positive and respectful in difficult situations.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
• 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 retail operations and inventory management.