Customer Experience Manager

Michaels Stores; Saint Cloud (MN); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading retail company seeks a Store Manager for its Saint Cloud location. The role involves overseeing front-end operations, leading a customer-centric team, and ensuring compliance with company standards. Ideal candidates will have retail management experience and a passion for delivering exceptional customer service.

Qualifications

• Retail management experience preferred.

Responsibilities

• Assist Store Manager in leading adherence to Standard Operating Procedures.
• Manage team performance to achieve KPIs.
• Plan and lead in-store events.

Skills

Customer service

Leadership

Retail management

Job description

Store - ST. CLOUD, MN

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 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 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, planning and managing workload in partnership with the Store Manager.

Other duties as assigned.

Preferred Knowledge/Skills/Abilities:

• Retail management experience preferred.

Physical Requirements and Work Environment:

• Ability to remain standing for long periods.
• Move throughout the store; perform bending, lifting, reaching, and stretching.
• Lifting heavy boxes; accessing high shelves with ladder or similar equipment.
• Work hours include nights, weekends, and early mornings.
• Climate-controlled public retail setting; some outdoor work and non-climate-controlled stock rooms; work with glass cutter and heat press in the Frame shop.

Legal and Company Information:

Applicants in the U.S. must satisfy legal requirements. Michaels is committed to inclusion and equal opportunity. Reasonable accommodations are available upon request. For more info, visit Michaels.com and mikbenefits.com.