Part-time Customer Experience Manager

Michaels - Allen, TX

Part-time - Entry Level

Allen, 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 focus will be on leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be responsible for ensuring that friendly customer service is consistently delivered, creating a welcoming environment for all shoppers. 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 oversee the execution of Company policies and standards, holding your team accountable for store conditions and results. Your leadership will be essential in achieving key performance indicators (KPIs) for both yourself and your team, as you guide them in meeting their individual KPIs. You will also plan and lead the execution of in-store events and classes in alignment with Company programs, ensuring that all front-end policies and procedures are followed. Additionally, you will manage shrink and safety programs, assist with cash reconciliation and bank deposits, and support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Training and onboarding new team members will be part of your responsibilities, as well as coaching the customer experience team to achieve desired results. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, serving as a role model for others. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Participation in truck unloading and stocking processes will be required to ensure that truck standards are met within budget. In select stores without a Framing Manager, you will also 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 necessary.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements and execution of 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.
• 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 customers in a respectful manner and provide solutions to their inquiries.
• Participate in the 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.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Nice-to-haves

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

Benefits

• Flexible scheduling options.
• Employee discounts on store products.
• Opportunities for professional development and training.