Customer Experience Manager

Michaels Stores; Gastonia (NC); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player seeks a Customer Experience Manager to enhance the shopping experience by leading front-end operations and omnichannel processes. This role involves managing store standards, executing in-store events, and ensuring compliance with company policies. The ideal candidate will foster a positive environment, develop team members, and deliver exceptional customer service. If you're passionate about retail and customer engagement, this is your chance to make a significant impact in a dynamic retail setting.

Qualifications

• Experience in retail management with a focus on customer service.
• Ability to lead teams and manage store operations effectively.

Responsibilities

• Manage front-end operations and ensure compliance with SOPs.
• Lead omnichannel processes and assist with cash reconciliation.
• Train and develop customer experience team members.

Skills

Retail Management

Customer Service

Team Leadership

Omnichannel Processes

Inventory Management

Job description

Join to apply for the Customer Experience Manager role at Michaels Stores

Store - CHLT-GASTONIA, NC

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; ensure execution of policies and standards; hold team members accountable for store conditions and results.
2. Ensure all front end policies and procedures are followed; achieve KPIs and manage your team to meet their KPIs.
3. Plan and lead the execution of in-store events in line with Company programs.
4. Lead omnichannel processes.
5. Manage and execute shrink and safety programs.
6. Assist with cash reconciliation, bank deposits, and inventory processes including RTV and ASN activities.
7. Assist with onboarding and training of new team members; coach and develop the customer experience team; participate in performance management.
8. Serve as Manager on Duty (MOD).
9. Promote a positive, respectful environment; model organizational values; provide excellent customer service by acknowledging and assisting customers.
10. Participate in truck unloading and stocking to ensure standards are maintained.
11. Cross-train in Custom Framing sales and production.
12. In stores without a Framing Manager, lead the delivery of high-quality custom framing solutions, managing workload and timelines 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, and perform physical tasks such as lifting, bending, reaching.
• Work includes nights, weekends, and early mornings; some outdoor work and handling of heavy items.

Applicants in the U.S. must meet legal requirements. Michaels is committed to inclusion and provides reasonable accommodations for individuals with disabilities.