Customer Experience Manager
Deliver a customer centric shopping experience
Manage and deliver effective front-end operations and expectations.
Lead the omnichannel processes.
Maintain store recovery standards to deliver our Brand Promises.
Deliver friendly customer service.
Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements; ensure execution of Company policies and standards; hold them accountable for store conditions and results.
Affirm all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs.
Plan and lead the execution of class and in-store events in accordance with Company programs.
Team Management
Assist with cash reconciliation and bank deposits.
Aid in inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
Aid in the onboarding of new Team Members.
Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued self-development.
Serve as Manager on Duty (MOD).
Customer Service
Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations; promote commitment to the organization’s vision and values; project a positive image; and serve as a role model for others.
Recognize customers, help locate the product and provide solutions.
Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
Additional Responsibilities
Manage and execute the shrink and safety programs.
Cross train in Custom Framing selling and production.
In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.
Preferred Knowledge/Skills/Abilities
Other duties as assigned.
Physical Requirements
Work Environment:
- Ability to remain standing for long periods of time.
- Ability to move throughout the store.
- Regular bending, lifting, carrying, reaching, and stretching.
- Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
Physical Demands:
- If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.
Public Retail Store Setting
All public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks.
Frame Shop Environment
The Frame shop contains glass cutter and heat press.
Work Hours
Work hours include nights, weekends and early mornings.
Preferred Type Of Experience
The Job Requires Retail management experience preferred.
Applicants in the U.S. Must Meet Legal Requirements
Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
About The Company
The Michaels Companies Inc. operates over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative.
Benefits
Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).
EEOC Information
EEOC Know Your Rights Poster in English
EEOC Know Your Rights Poster in Spanish
EEOC Poster Optimized for Screen Readers
Federal FMLA Poster
Federal EPPAC Poster