Customer Experience Manager

Michael's; Butler (Butler County); On-site; USD 30,000 - 50,000; Full time

Job summary

An established industry player is seeking a dedicated individual to enhance the customer experience in a retail environment. This role involves managing front-end operations, leading a team to meet KPIs, and ensuring compliance with company standards. You'll play a key role in executing in-store events and managing inventory processes, all while fostering a positive shopping atmosphere. If you thrive in a dynamic setting and have a passion for customer service, this opportunity is perfect for you. Join a company that values creativity and team wellbeing, offering benefits that support your growth.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management and customer service.
• Ability to lead and develop a team effectively.

Responsibilities

• Assist Store Manager in leading adherence to SOPs and company programs.
• Train and coach the customer experience team to achieve results.
• Manage inventory processes and assist with cash reconciliation.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Education

High School Diploma

Bachelor's Degree (Preferred)

Job description

Store - PITT-BUTLER, PA

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; remain positive and respectful, 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, help locate products, and provide solutions
13. Participate in truck unloading and stocking processes 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 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

• Retail management experience preferred

Physical Requirements

• 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
• If assistance is needed performing these functions, contact your supervisor for reasonable accommodations

Work Environment

• Public retail store setting; climate-controlled areas; some stock rooms may not be climate-controlled; outdoor work possible for tasks like retrieving shopping carts or unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings

Applicants in the U.S. must meet legal requirements for the job.

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. We also own Artistree and MakerPlace by Michaels. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more info, visit www.michaels.com.

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

Michaels is an Equal Opportunity Employer. We support full inclusion and provide reasonable accommodations for individuals with disabilities. Contact Customer Care at 1-800-642-4235 for assistance.