<span>PT Customer Experience Manager</span>

Michaels - Pittsburgh, PA

Part-time,Full-time - Entry Level

Pittsburgh, PA

1,001-5,000 employees

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

About the position

The Customer Experience Manager at Michaels is responsible for delivering a customer-centric shopping experience by managing front-end operations and leading omnichannel processes. This role involves ensuring compliance with company policies, training team members, and maintaining store recovery standards to uphold the brand's promises. The manager will also oversee cash handling, inventory processes, and assist in onboarding new team members while serving as a role model for customer service excellence.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist the Store Manager in managing adherence to Standard Operating Procedures (SOPs) and company programs.
• Ensure execution of company policies and standards, holding team accountable for store conditions and results.
• Achieve KPIs and manage the 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.
• Train, observe, and coach the customer experience team to achieve results.
• Participate in the performance management process and support talent development of the team.
• Serve as Manager on Duty (MOD).
• 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 solutions.

Benefits

• Health insurance (medical, dental, and vision)
• Paid time off
• Tuition assistance
• Generous employee discounts