Retail Customer Experience Manager

Michaels Stores; Alexandria (VA); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a dedicated Retail Manager to enhance the customer shopping experience. This role involves leading front-end operations, managing team performance, and ensuring compliance with company policies. You will have the opportunity to plan in-store events and drive omnichannel processes, all while fostering a positive environment. If you are passionate about retail and have a knack for leadership, this position offers a chance to make a significant impact in a creative and dynamic setting.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management is preferred.
• Strong customer service and team leadership skills.

Responsibilities

• Assist Store Manager in leading adherence to SOPs and company programs.
• Manage and execute shrink and safety programs.
• Train and coach customer experience team.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Education

High School Diploma

Bachelor's Degree (Preferred)

Job description

Store - DC-ALEXANDRIA, VA

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

Other duties as assigned

Preferred Knowledge/Skills/Abilities

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, carrying, reaching, and stretching
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment
• Work hours include nights, weekends, and early mornings
• Some outdoor work and work in climate-controlled or non-controlled areas

Applicants must satisfy legal requirements. For accommodations, contact your supervisor to engage in the interactive process.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. With over 1,300 stores across North America and online at Michaels.com and Michaels.ca, we are the leading creative destination. We also own Artistree and MakerPlace by Michaels. Founded in 1973, headquartered in Irving, Texas, Michaels is the best place for all things creative.

We offer robust 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. For accommodations, contact Customer Care at 1-800-642-4235.