Customer Experience Manager

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

Job summary

An established industry player in the retail sector is seeking a passionate leader to enhance the customer experience at their North Bay location. This role involves managing daily operations, ensuring compliance with company standards, and leading a dedicated team to deliver exceptional service. The ideal candidate will thrive in a dynamic environment, promoting creativity and teamwork while achieving key performance indicators. With a commitment to employee wellbeing, this company offers comprehensive benefits and opportunities for growth. If you are ready to inspire and lead, this is the perfect opportunity for you.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

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

Responsibilities

• Manage front-end operations and customer service standards.
• Assist in leading store compliance with SOPs and company policies.
• Plan and execute in-store events and promotions.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Cash Handling

Education

High School Diploma

Retail Management Certification

Job description

Store - NORTH BAY, 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 and positively; promote organizational values; 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 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, planning and managing workload in partnership with the Store Manager

Preferred Knowledge/Skills/Abilities

Other duties as assigned

Experience Required

• Retail management experience preferred

Physical Requirements & Work Environment

• Ability to stand for long periods
• Move throughout the store
• Bend, lift, carry, reach, and stretch regularly
• Lifting heavy boxes and using ladders or similar equipment to access high shelves
• Assistive accommodations available upon request
• Work in a climate-controlled retail environment, with some outdoor work and work in the Frame shop with glass and heat press
• Work hours include nights, weekends, and early mornings

Applicants in Canada must meet legal requirements. At Michaels, our purpose is to fuel the joy of creativity. We operate over 1,300 stores across North America and online. We prioritize team wellbeing with comprehensive benefits including health insurance, paid time off, tuition assistance, and employee discounts. Visit mikbenefits.com for more info.

Michaels is an Equal Opportunity Employer, committed to creating an inclusive environment for all Team Members and customers to innovate and grow together.