Customer Experience Manager - Full Time

Michaels Stores; Portland (OR); On-site; USD 45,000 - 75,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to lead front-end operations and enhance customer satisfaction. In this dynamic role, you will manage a dedicated team, ensuring adherence to company standards while delivering exceptional service. Your leadership will drive performance and foster a positive shopping environment. Join a company that values creativity and offers comprehensive benefits, including health insurance and tuition assistance. This is an exciting opportunity to make a significant impact in the retail sector.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management with a focus on customer service.
• Ability to lead and develop a team while achieving KPIs.

Responsibilities

• Manage front-end operations and customer service expectations.
• Train and develop the customer experience team.
• Ensure compliance with company policies and standards.

Skills

Retail Management

Customer Service

Team Leadership

Omnichannel Processes

Inventory Management

Education

High School Diploma

Bachelor's Degree (Preferred)

Job description

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Store - PORT-JANTZEN BEACH, OR

Deliver a customer-centric shopping experience by managing front-end operations and expectations. Lead omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Provide friendly customer service.

1. Assist Store Manager in leading adherence to SOPs and Company programs to ensure legal and policy compliance; ensure store conditions and results meet standards.
2. Ensure all front-end policies are followed; achieve KPIs; manage team to meet their KPIs.
3. Plan and lead class and in-store events per Company programs.
4. Lead omnichannel processes.
5. Manage shrink and safety programs.
6. Assist with cash reconciliation and bank deposits.
7. Support inventory activities like RTV and ASN.
8. Assist onboarding of new team members.
9. Train, coach, and develop the customer experience team; participate in performance management; utilize leadership competencies.
10. Serve as Manager on Duty (MOD).
11. Interact positively and respectfully with others; promote organizational values; serve as a role model.
12. Acknowledge customers, assist with product location, and provide solutions.
13. Participate in truck unloading and stocking to ensure standards and budgets are met.
14. Cross-train in Custom Framing sales and production.
15. In stores without a Framing Manager, lead delivery of custom framing solutions, planning and managing workload with the Store Manager.

Preferred Knowledge/Skills/Abilities

Other duties as assigned.

Experience Required

• Retail management experience preferred.

Physical Requirements and Work Environment

• Standing for long periods, moving throughout the store, bending, lifting, reaching, and stretching.
• Lifting heavy boxes, using ladders for high shelves.
• Work in climate-controlled areas and outdoor settings; work hours include nights, weekends, and early mornings.

Applicants in the U.S. must meet legal requirements. For accommodations, contact your supervisor or Customer Care.

Our purpose is to fuel the joy of creativity. We operate over 1,300 stores in North America and online. We offer comprehensive benefits including health insurance, paid time off, tuition assistance, and employee discounts. Visit mikbenefits.com for more info.

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

Additional Information

• Seniority level: Mid-Senior level
• Employment type: Full-time
• Job function: Other
• Industry: Retail

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