Outgoing Customer Experience Manager

$35,360 - $47,216/Yr

Michaels

Full-time - Entry Level

1,001-5,000 employees

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

About the position

The position involves managing front-end operations to ensure a customer-centric shopping experience at Michaels. 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 ensuring compliance with company policies and standards.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• 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 SOPs and Company programs.
• Ensure all front end policies and procedures are followed and achieve KPIs.
• Plan and lead the execution of class and in-store events.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Assist with inventory processes including RTV and ASN activities.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team to achieve results.
• Serve as Manager on Duty (MOD).
• Interact with others in a respectful manner and promote commitment to the organization's vision and values.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes.
• Cross train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores.

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.

Benefits

• Opportunities for personal and professional growth.
• Inclusive environment for all Team Members.