Customer Experience Manager FT

Michaels Stores; Burnaby; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join a dynamic team at a forward-thinking company dedicated to fueling the joy of creativity. As a leader in retail management, you will oversee front-end operations, ensuring exceptional customer service and adherence to company standards. Your role will involve training and developing a passionate team, managing inventory processes, and executing in-store events. With a commitment to team wellbeing, the company offers a supportive environment and benefits that enhance your work-life balance. If you are ready to inspire creativity and lead a dedicated team, this opportunity is perfect for you.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management is preferred.
• Strong customer service skills and ability to lead teams.

Responsibilities

• Manage front-end operations and customer service.
• Assist with cash reconciliation and inventory processes.
• Lead training and development of team members.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Education

High School Diploma

Retail Management Certification

Job description

Store - VAN-BURNABY, BC

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.

• 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
• Ensure 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
• Lead the omnichannel processes
• 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 onboarding new Team Members
• 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
• Serve as Manager on Duty (MOD)
• Interact with others respectfully; remain positive even in difficult situations; promote commitment to the organization’s vision and values; project a positive image; serve as a role model
• Acknowledge customers, assist in locating products, and provide solutions
• Participate in truck unloading and stocking to ensure standards and budget adherence
• Manage and execute shrink and safety programs
• Cross-train in Custom Framing selling and production
• In stores without a Framing Manager, lead delivery of high-quality custom framing solutions, planning and managing workload with the Store Manager

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Experience: Retail management preferred

Physical Requirements & Work Environment

• Ability to stand for long periods
• Ability to move throughout the store
• Regular bending, lifting, reaching, and stretching; lifting heavy boxes; using ladders
• Some outdoor work and work in climate-controlled or non-controlled areas
• Work hours include nights, weekends, and early mornings

Applicants in Canada must meet legal requirements of their region.

Total Base Pay Range: $18.40 - $22.75

At Michaels, our purpose is to fuel the joy of creativity. We operate over 1,300 stores across North America and online. For more information, visit Michaels.com and Michaels.ca.

We prioritize team wellbeing with benefits like health insurance, paid time off, tuition assistance, employee discounts, and more. Details at mikbenefits.com.

Michaels is an Equal Opportunity Employer. We support all Team Members and customers to create, innovate, and grow together.