Customer Experience Manager - Full Time

Michaels Stores; Moorpark (CA); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a dynamic Customer Experience Manager to enhance the shopping experience through effective leadership and operational excellence. In this full-time role, you will manage front-end operations while ensuring compliance with company standards. Your ability to lead a team, plan engaging in-store events, and drive customer satisfaction will be crucial. This position offers a unique opportunity to make a significant impact in a vibrant retail environment, where your contributions will help shape a positive customer journey and foster team development.

Qualifications

• Experience in retail management and leading customer experience teams.
• Ability to manage front-end operations and achieve KPIs.

Responsibilities

• Lead front-end operations and ensure compliance with company standards.
• Train and coach customer experience team to achieve results.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Event Planning

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 - LA-MOORPARK, CA

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 the delivery of high-quality custom framing solutions by planning and managing the workload with the Store Manager.

Preferred Knowledge/Skills/Abilities

Other duties as assigned.

Preferred Experience

• Retail management experience preferred.

Physical Requirements & Work Environment

• Ability to remain standing for long periods.
• Ability to move throughout the store.
• Regular bending, lifting, reaching, and stretching; lifting heavy boxes; accessing high shelves via ladder or similar equipment.
• Work hours include nights, weekends, and early mornings.
• Some outdoor work and handling of glass and heat press in the Frame shop.

Applicants must meet legal requirements and accommodations are available for those with disabilities.