Part-time Customer Experience Manager

Michaels - Grand Prairie, TX

Part-time - Entry Level

Grand Prairie, TX

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

About the position

As a Part-time Customer Experience Manager, you will play a crucial role in delivering a customer-centric shopping experience by effectively managing front-end operations and setting clear expectations for your team. Your primary responsibility will be to lead the omnichannel processes while maintaining store recovery standards to uphold our Brand Promises. You will be expected to deliver friendly and efficient customer service, ensuring that every customer interaction is positive and fulfilling. In this role, you will assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements. You will be responsible for executing Company policies and standards, holding your team accountable for store conditions and results. Achieving your Key Performance Indicators (KPIs) and managing your team to meet their KPIs will be a critical aspect of your role. You will also plan and lead the execution of in-store events and classes in accordance with Company programs, manage shrink and safety programs, and assist with cash reconciliation and bank deposits. Your involvement in inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, will be essential. Additionally, you will assist with the onboarding of new team members and provide training, observation, and coaching to the customer experience team, which includes both sales floor and cashier staff. As a Manager on Duty (MOD), you will serve as a role model, promoting a positive image and commitment to the organization's vision and values. Your responsibilities will also include acknowledging customers, helping them locate products, and providing effective solutions. You will participate in truck unloading and stocking processes to ensure that truck standards are met 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 needed.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations and expectations.
• Lead the omnichannel processes and maintain store recovery standards.
• Deliver friendly customer service and assist the Store Manager in leading adherence to SOPs and Company programs.
• 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.
• 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) and interact positively with others.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• 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.
• Ability to lift heavy boxes and access high shelves using a ladder or similar equipment.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of retail operations and inventory management.