P/T Customer Experience Manager

Michaels Stores; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in the retail sector is looking for a Store Manager in Toronto to enhance customer experience and manage front-end operations. The role involves leading the team, ensuring compliance with policies, and delivering effective service. Ideal candidates will have retail management experience and a passion for customer service. The position offers various benefits, including health insurance and paid time off.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Retail management experience preferred.

Responsibilities

• Manage front-end operations and customer service.
• Assist Store Manager in leading adherence to SOPs.
• Train and coach customer experience team.

Skills

Customer Service

Leadership

Team Management

Education

Retail Management Experience

Job description

Store - TOR-TORONTO/DOWNSVIEW, 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 of 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; 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 followed and completed 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: Retail management experience preferred

Physical Requirements & Work Environment

• 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 by ladder or similar equipment
• Work hours include nights, weekends, and early mornings; some outdoor work and handling of glass and heat press in the Frame shop

Applicants in Canada must satisfy 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. Michaels also owns Artistree and MakerPlace by Michaels. Founded in 1973, headquartered in Irving, Texas, Michaels is the best place for all things creative.

We prioritize team wellbeing with benefits including health insurance, paid time off, tuition assistance, employee discounts, and more. For details, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer. We support all Team Members and customers in creating, innovating, and improving together.