PT Customer Experience Manager

Michaels - Greenville, SC

Part-time - Entry Level

Greenville, SC

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

About the position

As a part-time Customer Experience Manager at our Greenville location, you will play a pivotal 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 omnichannel processes, maintaining store recovery standards that align with our Brand Promises. Your commitment to friendly customer service will be essential in creating a welcoming environment for our shoppers. In this role, you will assist the Store Manager in leading the team to adhere 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 store conditions and results. Achieving key performance indicators (KPIs) will be a critical aspect of your role, and you will manage your team to ensure they meet their individual KPIs as well. 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. Your involvement in inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities, will be necessary as needed. Additionally, you will assist with onboarding new team members and provide training, observation, and coaching to the customer experience team, which includes both sales floor and cashier staff. Your participation in the performance management process will support the talent development of your team, utilizing leadership competencies for your own continued self-development. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, even in challenging situations. You will acknowledge customers, assist them in locating products, and provide effective solutions to their inquiries. Your responsibilities will also include participating in truck unloading and stocking processes to ensure that truck standards are met 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 front-end operations.
• Lead omnichannel processes and maintain store recovery standards.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with applicable laws and company policies.
• Achieve KPIs and manage team performance to meet their role KPIs.
• Plan and execute in-store events and classes according to company programs.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Support inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN).
• Assist with onboarding new team members and provide training.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in truck unloading and stocking processes.
• Lead the delivery of 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 and perform regular bending, lifting, carrying, reaching, and stretching.
• Ability to lift heavy boxes and access high shelves using a ladder or similar equipment.

Nice-to-haves

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

Benefits

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