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Customer Experience Manager

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Michaels Stores

Aug 9, 2024

  • Job
    Full-time
    Mid & Senior Level
  • Calgary
  • Quick Apply

AI generated summary

  • You should have retail management experience, be able to stand, move, bend, lift, and stretch for long periods, and comply with legal requirements if in Canada.
  • You will manage front-end operations, ensure customer service excellence, oversee compliance with policies, train and coach the team, assist with inventory, and lead in-store events and custom framing.

Requirements

  • - Preferred Type of experience the job requires:
  • - Retail management experience preferred
  • - 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.
  • - Applicants in Canada must satisfy federal, provincial, and local legal requirements of the job.

Responsibilities

  • 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
  • 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)
  • Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization's vision and values; projects a positive image; and serves 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

FAQs

What is the primary responsibility of a Customer Experience Manager at Michaels?

The primary responsibility is to deliver a customer-centric shopping experience by managing and delivering effective front-end operations and expectations, leading the omnichannel processes, and providing friendly customer service.

Is retail management experience required for this role?

Retail management experience is preferred for this role.

Will I be responsible for training new team members?

Yes, you will assist with the onboarding of new team members and train, observe, and coach the customer experience team.

Are there any physical requirements for this position?

Yes, the role requires the ability to remain standing for long periods, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching.

What should I expect regarding work hours?

The work hours include nights, weekends, and early mornings.

Will I be involved in cash reconciliation processes?

Yes, the job includes assisting with cash reconciliation and bank deposits.

Is there a focus on customer service in this role?

Yes, delivering friendly customer service and acknowledging customers is a key aspect of the position.

Do I need to manage any safety programs as part of my responsibilities?

Yes, managing and executing shrink and safety programs is one of the responsibilities of the Customer Experience Manager.

What is the work environment like for this position?

The work environment is a public retail store setting, mostly climate-controlled, but with some stock rooms that may not be climate-controlled, and it may include some outdoor work.

How does the company support team members' development?

The company supports talent development and encourages leadership competencies for continued self-development of team members.

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Michaels Stores

Michaels. Everything to create anything.

Retail & Consumer Goods
Industry
10,001+
Employees
1973
Founded Year

Mission & Purpose

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.