Retail Customer Experience Manager - Part Time

Michaels - Westlake Village, CA

Part-time - Entry Level

Westlake Village, CA

1,001-5,000 employees

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

About the position

As a Retail Customer Experience Manager at Michaels, you will play a pivotal role in delivering a customer-centric shopping experience by managing and executing effective front-end operations. Your primary responsibility will be to lead the omnichannel processes while maintaining store recovery standards to uphold our Brand Promises. You will be expected to 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. This includes executing Company policies and standards and holding your team accountable for store conditions and results. In this role, you will ensure that all front-end policies and procedures are followed, achieving your Key Performance Indicators (KPIs) and managing your team to meet their respective KPIs. You will also plan and lead the execution of classes and in-store events in accordance with Company programs. Additionally, you will manage and execute 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 as needed. Your leadership will extend to onboarding new Team Members, training, observing, and coaching the customer experience team (both sales floor and cashier) to achieve results. You will participate in the performance management process and support the Talent Development of your team, utilizing leadership competencies for your continued self-development. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful manner, promoting commitment to the organization's vision and values while projecting a positive image and serving as a role model. You will also be involved in the truck unloading and stocking processes to ensure 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 to customers on time by planning and 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.
• Ensure all front-end policies and procedures are followed; achieve KPIs and manage 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 Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Assist with the onboarding of new Team Members and train the customer experience team.
• Observe and coach the customer experience team to achieve results; participate in the performance management process.
• Serve as Manager on Duty (MOD) and interact with others in a respectful manner.
• Acknowledge customers, help locate products, and provide solutions.
• 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

• Opportunities for personal and professional growth.
• Inclusive environment for all Team Members and Makers.
• Commitment to reasonable accommodations for individuals with disabilities.