Full Time Customer Experience Manager

Michaels - Albany, NY

Full-time - Mid Level

Albany, NY

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 expectations. Your role will involve leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be expected to deliver friendly customer service while assisting the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and compliance with applicable laws and requirements. This includes executing Company policies and standards and holding your team accountable for store conditions and results. In this position, you will ensure that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs) and managing your team to meet their respective KPIs. 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. Additionally, you will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Your responsibilities will also include onboarding new Team Members, training, observing, and coaching the customer experience team (both sales floor and cashier) to achieve results. You will participate in the performance management process and support the Talent Development of your team, 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 manner, promoting commitment to the organization's vision and values while projecting a positive image and serving as a role model. You will acknowledge customers, assist them in locating products, and provide solutions to their inquiries. Participation in truck unloading and stocking processes will be required 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, 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 and expectations.
• Lead the omnichannel processes and maintain store recovery standards to deliver Brand Promises.
• Deliver friendly customer service and assist the Store Manager in leading adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with applicable laws and requirements; 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 Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Onboard new Team Members and train, observe, and coach the customer experience team.
• Serve as Manager on Duty (MOD) and interact with others in a respectful manner.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to ensure truck standards are followed.
• 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.