Customer Experience Manager Full Time

Michaels Stores; Pickering; On-site; CAD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dynamic retail manager to lead front-end operations and enhance customer experiences. In this role, you will oversee compliance with company policies, manage inventory processes, and train team members to deliver exceptional service. With a focus on creativity and customer satisfaction, this position offers the chance to make a significant impact in a vibrant retail environment. Join a company that values innovation and team wellbeing, providing a supportive atmosphere to help you thrive in your career.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management preferred.
• Ability to train and coach team members effectively.

Responsibilities

• Manage front-end operations and ensure compliance with SOPs.
• Lead omnichannel processes and execute in-store events.
• Train and develop the customer experience team.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

Store - TOR-PICKERING, ON

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 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
12. Acknowledge customers, assist in locating products, and provide solutions
13. Participate in truck unloading and stocking to ensure standards are met within budget
14. Manage 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, planning and managing workload in partnership with the Store Manager

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Experience required:

• Retail management experience preferred

Physical Requirements

Work Environment

• Ability to stand for long periods
• Ability to move throughout the store
• Regular bending, lifting, reaching, stretching
• Lifting heavy boxes and using ladders or similar equipment for high shelves
• Contact supervisor for accommodations if needed

• Public retail setting, climate-controlled areas, some outdoor work, and work hours including nights, weekends, and early mornings

Applicants in Canada must meet legal requirements.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. We operate over 1,300 stores in North America and online at Michaels.com and Michaels.ca. Founded in 1973, headquartered in Irving, Texas, Michaels is the best place for all things creative. For more, visit www.michaels.com.

We prioritize team wellbeing with benefits including 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.