Pt Customer Experience Manager

Michaels - Tracy, CA

Part-time - Entry Level

Tracy, CA

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

About the position

As a Customer Experience Manager, you will play a pivotal 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, ensuring that the store maintains high recovery standards that align with our Brand Promises. You will be expected to deliver friendly and efficient customer service, creating an inviting atmosphere for all shoppers. In this role, you will assist the Store Manager in enforcing 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 maintaining store conditions and achieving results. Your leadership will be crucial in ensuring that all front-end policies and procedures are followed, and you will manage your team to meet their Key Performance Indicators (KPIs). 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. Additionally, you will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Training and coaching the customer experience team will be a significant part of your responsibilities, as you will participate in the performance management process and support the talent development of your team members. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, promoting a commitment to the organization's vision and values. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Your role may also involve participating in truck unloading and stocking processes to ensure that standards are met 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 front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Deliver friendly customer service and assist the Store Manager in managing adherence to SOPs and company programs.
• Ensure compliance with applicable laws and requirements and execute company policies and standards.
• Hold team members accountable for store conditions and results.
• 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.
• Train, observe, and coach the customer experience team to achieve results.
• Participate in the performance management process and support talent development of the team.
• Serve as Manager on Duty (MOD).
• Interact with customers in a respectful manner and provide solutions to their inquiries.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• Cross-train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores without a Framing Manager.

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.
• Familiarity with cash handling procedures.

Benefits

• Flexible scheduling options for part-time employees.
• Employee discounts on store products.