Part Time Nights and Weekends Customer Experience Manager

Michaels - Murfreesboro, TN

Part-time - Entry Level

Murfreesboro, TN

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

About the position

As a Part-Time Nights and Weekends Customer Experience Manager at Michaels, you will play a crucial role in delivering a customer-centric shopping experience. Your primary responsibility will be to manage and oversee effective front-end operations, ensuring that customer expectations are met and exceeded. You will lead the omnichannel processes, maintaining store recovery standards to uphold our Brand Promises. Your commitment to friendly customer service will be essential in 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. This includes ensuring compliance with applicable laws and requirements, executing company policies and standards, and holding your team accountable for store conditions and results. You will also be responsible for achieving your Key Performance Indicators (KPIs) and managing your team to meet their respective KPIs. You will 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. Additionally, you will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Training, observing, and coaching the customer experience team will be a significant part of your responsibilities, as you participate in the performance management process and support the talent development of your team. 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, help locate products, and provide solutions to enhance their shopping experience. Your role may also involve participating 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, 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 and delivering effective front-end operations and expectations.
• Lead the omnichannel processes and maintain store recovery standards to deliver Brand Promises.
• Deliver friendly customer service and assist the Store Manager in leading adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with applicable laws and requirements; execute company policies and standards.
• Hold team members accountable for store conditions and results; achieve KPIs and manage team performance.
• 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 as needed.
• Train, observe, and coach the customer experience team to achieve results; support talent development.
• 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

• Comprehensive benefits package (details available on Michaels Benefits page).