Full Time Customer Experience Manager

Michaels - Lancaster, PA

Full-time - Entry Level

Lancaster, PA

1,001-5,000 employees

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

About the position

The position involves managing front-end operations in a retail environment to ensure a customer-centric shopping experience. The role includes leading omnichannel processes, maintaining store recovery standards, and delivering friendly customer service. The individual will assist the Store Manager in adhering to Standard Operating Procedures (SOPs) and managing team performance to achieve key performance indicators (KPIs).

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist the Store Manager in ensuring compliance with SOPs and company programs.
• Ensure all front-end policies and procedures are followed and manage team KPIs.
• Plan and lead the execution of 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).
• Assist with onboarding new team members and training the customer experience team.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in truck unloading and stocking processes to meet standards.
• Cross-train in Custom Framing selling and production.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store and perform regular bending, lifting, carrying, reaching, and stretching.

Nice-to-haves

• Experience in custom framing solutions.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid time off
• Employee discounts
• Tuition reimbursement
• Flexible scheduling
• Professional development opportunities