Retail Customer Service - Full Time Customer Experience Manager

The Michael's Companies; Riverhead (NY); On-site; USD 100,000 - 125,000; Full time

Job summary

An established industry player is seeking a dedicated Customer Experience Manager to enhance the shopping experience through effective leadership and customer service. This role involves managing front-end operations, ensuring compliance with company standards, and leading omnichannel processes. You'll be responsible for training and coaching a dynamic team, executing in-store events, and maintaining high standards of store recovery. Join a company that fuels creativity and values team collaboration, where your contributions will directly impact customer satisfaction and operational success.

Qualifications

• Retail management experience preferred.
• Ability to train and coach customer experience team.

Responsibilities

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

Skills

Retail Management

Customer Service

Team Leadership

Standard Operating Procedures (SOPs)

Job description

Retail Customer Service - Full Time Customer Experience Manager

Job Overview

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.

Key Responsibilities

• 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

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.

Compensation

Total Base Pay Range for this Position: $17.50 - $23.00

Company Overview

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.

Equal Opportunity Employer

Michaels is an Equal Opportunity Employer.

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.