Full Time Customer Experience Manager

Michaels - San Luis Obispo, CA

Full-time - Mid Level

San Luis Obispo, CA

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

About the position

As a Full Time Customer Experience Manager at our San Luis Obispo location, you will play a pivotal role in delivering a customer-centric shopping experience. Your primary responsibility will be to manage and oversee effective front-end operations while ensuring that customer expectations are met and exceeded. You will lead the omnichannel processes, maintaining store recovery standards to uphold our Brand Promises. Your commitment to delivering friendly customer service will be essential in creating a welcoming environment for our customers. In this role, you will assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs. This includes ensuring compliance with applicable laws and requirements, executing Company policies and standards, and holding your team accountable for store conditions and results. You will be responsible for ensuring that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs), and managing your team to achieve their respective KPIs. You will also plan and lead the execution of classes and in-store events in accordance with Company programs, manage and execute shrink and safety programs, and assist with cash reconciliation and bank deposits. Additionally, 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 (both sales floor and cashier) will be a key part of your responsibilities, as will participating in the performance management process and supporting 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, promoting commitment to the organization's vision and values. You will acknowledge customers, assist them in locating products, and provide solutions to their inquiries. Your role will also involve participating 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 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 and delivering effective front-end operations and expectations.
• Lead the omnichannel processes and maintain store recovery standards to deliver Brand Promises.
• 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.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner; promote commitment to the organization's vision and values.
• 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.