PT Customer Experience Manager

Michaels - Pittsfield, MA

Full-time - Entry Level

Pittsfield, MA

1,001-5,000 employees

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

About the position

The position involves managing front-end operations to deliver a customer-centric shopping experience while leading omnichannel processes. The role requires adherence to company standards and policies, ensuring compliance with laws, and maintaining store recovery standards. The individual will assist the Store Manager in various operational tasks, including training team members and managing customer service expectations.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead omnichannel processes and maintain store recovery standards.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs) and company programs.
• Ensure execution of company policies and standards and hold team accountable for store conditions and results.
• Achieve KPIs and manage team performance to meet their role KPIs.
• Plan and lead execution of 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 onboarding new team members and training 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 met.
• Cross-train in Custom Framing selling and production, if applicable.

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 solutions management.

Benefits

• Comprehensive benefits package as detailed on Michaels Benefits website.