Customer Experience Manager PT

Michaels Stores; Hickory (NC); On-site; USD 40,000 - 65,000; Part time

Job summary

An established industry player seeks a Customer Experience Manager to enhance customer satisfaction and streamline front-end operations. This role involves leading a dedicated team, ensuring adherence to company policies, and delivering exceptional service in a dynamic retail environment. With responsibilities ranging from managing omnichannel processes to training staff, this position is ideal for someone passionate about creating a positive shopping experience. Join a company that values creativity and inclusion, and be part of a team that fuels the joy of creativity for customers across North America.

Qualifications

• Experience in retail management preferred.
• Ability to train and coach customer experience team.

Responsibilities

• Manage front-end operations and customer service.
• Lead omnichannel processes and ensure compliance with SOPs.
• Assist with onboarding and training of new team members.

Skills

Retail Management

Customer Service

Team Leadership

Omnichannel Processes

Education

High School Diploma

Job description

Join to apply for the Customer Experience Manager PT role at Michaels Stores

Store - HICKORY, NC

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 to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed
8. Assist with the onboarding of new Team Members
9. Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued 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 for others
12. Acknowledge customers, help locate products, and provide solutions
13. Participate in truck unloading and stocking processes to ensure truck standards are followed and completed within budget
14. Manage and execute the shrink and safety programs
15. Cross train in Custom Framing selling and production
16. In stores without a Framing Manager, responsibilities include leading the delivery of high-quality custom framing solutions to customers on time by planning and managing the framing workload in partnership with the Store Manager

Preferred Knowledge/Skills/Abilities

Other duties as assigned

Experience Required

• Retail management experience preferred

Physical Requirements & Work Environment

• Ability to remain standing for long periods
• Ability to move throughout the store
• Regular bending, lifting, carrying, reaching, and stretching
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment
• Work in a climate-controlled store environment; some outdoor work and stockroom work; work hours include nights, weekends, and early mornings

Applicants must meet legal requirements of the job in the U.S.

At Michaels, our purpose is to fuel the joy of creativity. We operate over 1,300 stores across North America and online. We are committed to inclusion and providing reasonable accommodations for individuals with disabilities. For accommodations, contact Customer Care at 1-800-642-4235.