Customer Experience Manager - Full Time

Michaels Stores; Lutz (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Experience Manager to enhance the shopping experience in their Lutz store. This role involves leading front-end operations, ensuring compliance with company standards, and fostering a customer-centric environment. You will manage a team, execute in-store events, and uphold the brand's commitment to quality service. If you have a passion for retail and a knack for leadership, this opportunity offers a chance to make a significant impact in a vibrant retail setting.

Qualifications

• Experience in retail management and customer service.
• Ability to lead and train teams effectively.

Responsibilities

• Manage front-end operations and ensure compliance with company policies.
• Train and develop the customer experience team for optimal performance.

Skills

Retail Management

Customer Service

Team Leadership

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

Join to apply for the Customer Experience Manager - Full Time role at Michaels Stores.

Store - Lutz, FL

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.

Responsibilities include:

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 respectfully; promote commitment to the organization’s vision and values; serve as a role model.
12. Acknowledge customers, help locate products, and provide solutions.
13. Participate in truck unloading and stocking processes.
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.

Preferred Knowledge/Skills/Abilities:

• Retail management experience preferred.

Physical Requirements & Work Environment:

• Ability to stand for long periods, move throughout the store, perform bending, lifting, reaching, and stretching.
• Lift heavy boxes; access high shelves with ladders.
• Work hours include nights, weekends, and early mornings.

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