Full Time Customer Experience Manager

$37,000 - $57,000/Yr

Michaels - Sioux City, IA

Full-time - Mid Level

Sioux City, IA

5,001-10,000 employees

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

About the position

As a Customer Experience Manager at Michaels Stores, Inc., you will play a pivotal role in delivering a customer-centric shopping experience by effectively managing front-end operations and ensuring that customer expectations are met. Your primary responsibility will be to lead the omnichannel processes while maintaining store recovery standards that align with our Brand Promises. You will be expected to deliver friendly and efficient customer service, ensuring that every customer interaction reflects the values of Michaels Stores. 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 also 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 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 assist with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Training and onboarding new team members will also be a key part of your responsibilities, as you will observe and coach 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 an accepting and respectful manner, promoting a positive image and serving as a role model for others. You will acknowledge customers, assist them in locating products, and provide solutions to their inquiries. Additionally, you will participate in the 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 and delivering effective 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; promote commitment to the organization's vision and values.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in the 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

• Experience in retail management or customer service roles.
• Strong leadership and team management skills.
• Ability to train and develop team members effectively.
• Excellent communication and interpersonal skills.
• Strong problem-solving abilities and customer service orientation.
• Familiarity with inventory management processes.

Nice-to-haves

• Experience in custom framing or related fields.
• Knowledge of retail sales strategies and techniques.
• Ability to manage multiple tasks and priorities effectively.

Benefits

• Competitive salary based on experience.
• Opportunities for career advancement within the company.
• Employee discounts on store merchandise.