Retail Customer Experience Manager (Full Time)

The Michael's Companies; Burlington (MA); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Retail Customer Experience Manager to enhance customer interactions and oversee front-end operations. This dynamic role involves leading a dedicated team, ensuring compliance with company standards, and delivering exceptional service to customers. You will be responsible for managing store recovery standards, executing in-store events, and training new team members. Join a company that values creativity and employee wellbeing, offering robust benefits and a supportive work environment. If you are passionate about retail and customer service, this opportunity is perfect for you.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management and customer service.
• Strong leadership skills to manage a team effectively.

Responsibilities

• Deliver a customer-centric shopping experience and manage front-end operations.
• Lead omnichannel processes and ensure compliance with company policies.

Skills

Retail Management

Customer Service

Leadership

Inventory Management

Cash Handling

Education

High School Diploma

Bachelor's Degree (preferred)

Tools

Point of Sale Systems

Inventory Management Software

Job description

Retail Customer Experience Manager (Full Time)

Locations: Burlington-34 Cambridge St, Ste 150

Time Type: Full Time

Posted On: Posted 2 Days Ago

Job Requisition ID: R00271912

Store: BOS-BURLINGTON, 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. Deliver friendly customer service.

• 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.
• Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs.
• Plan and lead the execution of class and in-store events in accordance with Company programs.
• Lead the omnichannel processes.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Assist with the onboarding of new Team Members.
• 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.
• Serve as Manager on Duty (MOD).
• 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; and serve as a role model for others.
• Acknowledge customers, help locate the product and provide solutions.
• Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
• Cross train in Custom Framing selling and production.
• In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

Other duties as assigned

Preferred Knowledge/Skills/Abilities

• Retail management experience preferred.

Physical Requirements

• Ability to remain standing for long periods of time.
• 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.
• If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.

Work Environment

• Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends and early mornings.

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and MakerPlace by Michaels, a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com.

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. For more information, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).