Retail Manager - Customer Experience Manager FT

Michaels - Chesterfield, MO

Full-time - Mid Level

Chesterfield, MO

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

About the position

As a Retail Manager - Customer Experience Manager, you will be responsible for delivering a customer-centric shopping experience by effectively managing front-end operations and expectations. Your role will involve leading omnichannel processes and maintaining store recovery standards to uphold our Brand Promises. You will be expected to deliver friendly customer service while assisting the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements. You will also be responsible for executing Company policies and standards, holding your team accountable for store conditions and results. In this position, 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 role KPIs. You will plan and lead the execution of in-store events 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. You will also assist with the onboarding of new Team Members and train, observe, and coach the customer experience team (sales floor and cashier) to achieve results, participating in the performance management process and supporting the Talent Development of your team. As the Manager on Duty (MOD), you will interact with others in an accepting and respectful manner, remaining positive and respectful even in difficult situations. You will promote commitment to the organization's vision and values, project a positive image, and serve as a role model for others. Your responsibilities will also include acknowledging customers, helping them locate products, and providing solutions. You will participate in 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 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 and execute Company policies and standards.
• Hold team members accountable for store conditions and results.
• Ensure all front-end policies and procedures are followed and achieve KPIs.
• Plan and lead the 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 as needed.
• Assist with the onboarding of new Team Members and train 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 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.