Part Time Customer Experience Manager

Michaels - Altamonte Springs, FL

Part-time - Entry Level

Altamonte Springs, FL

1,001-5,000 employees

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

About the position

As a Part-Time Customer Experience Manager at Michaels Stores, you will play a crucial 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 while maintaining store recovery standards to uphold our Brand Promises. You will be expected to deliver friendly customer service and assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and company programs, ensuring 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 role, 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 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 support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. You will also assist with the onboarding of new team members, training, observing, and coaching the customer experience team (both sales floor and cashier) to achieve results. Participation in the performance management process and supporting the talent development of your team will be essential. As a 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 serving as a role model for others. Your responsibilities will also include acknowledging customers, helping them locate products, and providing solutions. You will participate 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 to customers on time by planning and 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.
• 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 execution of company policies and standards.
• Achieve KPIs and manage the 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 and train 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 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.

Nice-to-haves

• Experience in custom framing selling and production.

Benefits

• Opportunities for personal and professional growth.
• Inclusive work environment that fosters creativity and innovation.