PT Customer Experience Manager

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

Job summary

An established industry player is seeking a dynamic individual to manage front-end operations in a retail environment. This role involves delivering exceptional customer service, leading a team to meet performance metrics, and ensuring compliance with company standards. You will play a crucial part in enhancing the shopping experience while managing inventory and cash processes. Join a company that values creativity and teamwork, where you will have the opportunity to grow and make a positive impact in the community. If you are passionate about retail and leadership, this position is perfect for you.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management preferred.
• Ability to lead and coach a team to meet KPIs.

Responsibilities

• Manage front-end operations and customer service.
• Assist in onboarding and training new team members.
• Lead omnichannel processes and store events.

Skills

Retail Management

Customer Service

Team Leadership

Cash Reconciliation

Inventory Management

Education

High School Diploma

Job description

Store - THUNDER 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; remain positive; promote the organization’s vision and values; serve as a role model
12. Acknowledge customers, assist with product location, 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 sales and production
16. In stores without a Framing Manager: lead high-quality custom framing solutions, planning and managing workload in partnership with Store Manager

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Preferred Experience: Retail management experience preferred

Physical Requirements & Work Environment:

• Stand for long periods, move throughout the store, perform bending, lifting, reaching, stretching
• Lift heavy boxes, access high shelves via ladder
• Work includes nights, weekends, early mornings; some outdoor work; climate-controlled areas; some non-climate-controlled stock rooms; work with glass cutters and heat press in Frame shop

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. Michaels is headquartered in Irving, Texas, and owns Artistree and MakerPlace by Michaels. Founded in 1973, Michaels is the premier destination for all things creative.

We offer robust 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.