Full-Time Customer Experience Manager

$35,360 - $47,216/Yr

Michaels - Oceanside, CA

Full-time - Mid Level

Oceanside, CA

1,001-5,000 employees

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

About the position

As a Customer Experience Manager at Michaels, you will play a pivotal role in delivering a customer-centric shopping experience by effectively managing front-end operations and expectations. Your primary responsibility will be to lead the omnichannel processes, ensuring that the store maintains high recovery standards that align with our Brand Promises. You will be expected to deliver friendly customer service and 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. In this role, you will ensure that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs) while managing your team to meet 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 be involved in 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 essential 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, promoting commitment to the organization's vision and values. You will acknowledge customers, help locate products, and provide solutions to their inquiries. Your responsibilities will also include 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 front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Deliver friendly customer service and assist the Store Manager in managing adherence to SOPs.
• Ensure compliance with applicable laws and requirements and execute Company policies and standards.
• Achieve KPIs and manage your 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 RTV and ASN activities as needed.
• Train, observe, and coach the customer experience team to achieve results.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• Cross-train in Custom Framing selling and production.

Requirements

• Mid-level 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 leading omnichannel processes.
• Knowledge of retail management best practices.
• Experience in training and developing team members.

Benefits

• Competitive hourly wage ranging from $17.00 to $22.70.
• Opportunities for personal and professional growth.
• Inclusive work environment that fosters creativity.