Michaels - Billings, MT
posted 3 months ago
As a Part-Time Customer Experience Manager at Michaels, you will play a crucial role in delivering a customer-centric shopping experience by managing and executing effective front-end operations. 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 ensure that all front-end policies and procedures are adhered to, achieving your Key Performance Indicators (KPIs) and managing your team to meet their respective KPIs. 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 hold your team accountable for store conditions and results, plan and lead the execution of in-store events, and manage shrink and safety programs. Additionally, you will assist with cash reconciliation, bank deposits, and inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. You will also be responsible for onboarding 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 the Manager on Duty (MOD), you will interact with customers in a respectful manner, helping them locate products and providing solutions. You will also participate in truck unloading and stocking processes, ensuring 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, managing the completion of the framing workload in partnership with the Store Manager. This position requires a commitment to promoting a positive image of the organization and serving as a role model for others. You will be expected to remain positive and respectful, even in difficult situations, and to acknowledge customers while providing exceptional service. Physical requirements include the ability to remain standing for long periods, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching. You may need to lift heavy boxes and access high shelves using a ladder or similar equipment. The work environment is primarily a public retail store setting, with climate-controlled public areas, though some stock rooms may not be climate controlled. You may also be assigned outdoor work to retrieve shopping carts or unload trucks. Work hours will include nights, weekends, and early mornings.