Michaels - Noblesville, IN
posted about 2 months ago
The Retail Customer Experience Manager is responsible for delivering a customer-centric shopping experience by effectively managing front-end operations and ensuring that customer expectations are met. This role involves leading omnichannel processes and maintaining store recovery standards to uphold the brand's promises. The manager will deliver friendly customer service and assist the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and company programs, ensuring compliance with applicable laws and requirements. The position requires accountability for store conditions and results, ensuring that all front-end policies and procedures are followed while achieving key performance indicators (KPIs). In this role, the manager will plan and lead the execution of in-store events and classes in accordance with company programs. They will also 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. The manager will play a crucial role in onboarding new team members and will be responsible for training, observing, and coaching the customer experience team, which includes both sales floor and cashier staff. Participation in the performance management process and supporting talent development within the team is essential. As the Manager on Duty (MOD), the individual will interact with customers in a respectful manner, promoting the organization's vision and values while projecting a positive image. Responsibilities also include acknowledging customers, assisting them in locating products, and providing solutions to their inquiries. The manager will participate in truck unloading and stocking processes to ensure that truck standards are met and completed within budget. In select stores without a Framing Manager, the manager will also lead the delivery of high-quality custom framing solutions, ensuring timely completion of framing workloads in partnership with the Store Manager. Other duties may be assigned as necessary.