Customer Experience Manager

Michaels Stores; New York (NY); On-site; USD 150,000 - 200,000; Full time

Job summary

An established industry player is seeking a dedicated retail manager to enhance customer experiences and lead front-end operations. This role involves managing a team, ensuring adherence to company policies, and executing in-store events. The ideal candidate will have a passion for retail and a commitment to delivering exceptional service. Join a company that values creativity and team wellbeing, offering a vibrant work environment and opportunities for personal growth. If you thrive in a dynamic setting and enjoy leading teams, this position is perfect for you.

Benefits

Comprehensive benefits

Employee discounts

Flexible scheduling

Career development opportunities

Qualifications

• Experience in retail management preferred.
• Ability to lead teams and manage store operations effectively.

Responsibilities

• Manage front-end operations and customer service.
• Assist in leading the team to achieve KPIs.
• Plan and execute in-store events and promotions.

Skills

Retail management

Customer service

Team leadership

Cash handling

Inventory management

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

Store - NYC-BROOKLYN HEIGHTS, NY

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 and promote commitment to the organization’s 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 and budget adherence
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, planning and managing workload with the Store Manager

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Preferred experience: Retail management experience preferred

Physical requirements:

• Remain standing for long periods
• Move throughout the store
• Bend, lift, carry, reach, stretch
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment
• Contact supervisor for accommodations if needed

Work environment:

• Public retail store setting; climate-controlled areas; some outdoor work; work hours include nights, weekends, early mornings

Applicants must meet legal requirements

Salary Range: $18.50 - $23.50

At Michaels, our purpose is to fuel the joy of creativity. Operating over 1,300 stores in North America and online, we are the leading creative destination. We prioritize team wellbeing with comprehensive benefits. For more info, visit mikbenefits.com.

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