Full Time Customer Experience Manager

Michaels Stores; Wareham (MA); On-site; USD 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Full Time Customer Experience Manager to enhance customer satisfaction and operational efficiency. This role involves leading a dedicated team to deliver exceptional service while managing store operations. You will be responsible for training and developing team members, ensuring compliance with standard procedures, and executing engaging in-store events. Join a company that values its employees with benefits like health insurance and tuition assistance, and make a significant impact on the customer experience in a dynamic retail environment.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management preferred.
• Ability to train and coach team members effectively.

Responsibilities

• Manage front-end operations and customer service expectations.
• Assist Store Manager in ensuring compliance with company policies.
• Lead omnichannel processes and plan in-store events.

Skills

Retail Management

Customer Service

Leadership

Inventory Management

Cash Reconciliation

Job description

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

1 month ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Store - BOS-WAREHAM, MA

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. Provide 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 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; remain positive; 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 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 delivery of high-quality custom framing solutions, planning and managing workload in partnership with the Store Manager

Preferred Knowledge/Skills/Abilities

Other duties as assigned

Experience required:

• Retail management experience preferred

Physical Requirements and Work Environment:

• Ability to stand for long periods
• Move throughout the store
• Bend, lift, carry, reach, stretch; lift heavy boxes; access high shelves with ladder or equipment
• Work includes nights, weekends, and early mornings; some outdoor work and handling of glass in the Frame shop
• If accommodations are needed, contact your supervisor for assistance

Legal and Company Information:

Applicants must meet legal requirements. Michaels prioritizes team member wellbeing with benefits including health insurance, paid time off, tuition assistance, employee discounts, and more. For details, visit mikbenefits.com. Michaels is an Equal Opportunity Employer committed to inclusion and reasonable accommodations for individuals with disabilities.

Additional Details:

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