Customer Experience Manager

Store - AIRDRIE, AB

Deliver a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service.

1. 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.
2. Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs.
3. Plan and lead the execution of class and in-store events in accordance with Company programs.
4. Lead the omnichannel processes.
5. Manage and execute shrink and safety programs.
6. Assist with cash reconciliation and bank deposits.
7. Assist with inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
8. Assist with onboarding new Team Members.
9. Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in performance management; support Talent Development; utilize leadership competencies for self-development.
10. Serve as Manager on Duty (MOD).
11. 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; serve as a role model.
12. Acknowledge customers, help locate products, and provide solutions.
13. Participate in truck unloading and stocking processes to ensure standards are met within budget.
14. Manage and execute shrink and safety programs.
15. Cross-train in Custom Framing selling and production.
16. In stores without a Framing Manager, lead the delivery of high-quality custom framing solutions by planning and managing workload in partnership with the Store Manager.

Other duties as assigned.

Preferred Knowledge / Skills / Abilities

Preferred Experience:

Physical Requirements

• Ability to remain standing for long periods.
• Ability to move throughout the store.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves with ladders or similar equipment.
• If assistance is needed to perform these functions, contact your supervisor for accommodations.
• Work in a retail setting, including outdoor work, with some areas not climate-controlled; work hours include nights, weekends, and early mornings.

Applicants in Canada must meet legal requirements.

We're here for the Makers! Join a team where innovation and teamwork support exciting missions.

Michaels is an Equal Opportunity Employer, committed to diversity and inclusion.

For a list of benefits, visit (MIKBenefits.com).