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Customer Experience Manager

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Michaels Stores

Aug 13

  • Job
    Full-time
    Mid & Senior Level
  • Grande Prairie
  • Quick Apply

AI generated summary

  • You need retail management experience, the ability to stand for long periods, move throughout the store, lift heavy boxes, and meet local legal job requirements in Canada.
  • You will enhance customer experiences, lead omnichannel processes, manage team performance, ensure compliance with policies, assist with inventory, and train staff while promoting a positive store environment.

Requirements

  • - 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
  • - 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.
  • 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).
  • 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.
  • Manage and execute the shrink and safety programs.
  • 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 main responsibility of a Customer Experience Manager at Michaels?

The main responsibility is to deliver a customer-centric shopping experience by managing front-end operations, leading omnichannel processes, and ensuring compliance with the company's policies and standards.

Is retail management experience required for this role?

While retail management experience is preferred, it may not be strictly required for all applicants.

What are the physical requirements for this position?

The position requires the ability to remain standing for long periods, move throughout the store, perform regular bending, lifting, carrying, reaching, and stretching, as well as lift heavy boxes and access high shelves using ladders or similar equipment.

What type of work environment can I expect?

You can expect a public retail store setting with climate-controlled areas for customers, although some stock rooms may not be climate controlled. There may also be outdoor work assigned, and the job includes night, weekend, and early morning shifts.

Will I need to assist with inventory processes?

Yes, you will assist with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.

Do I need to have experience with custom framing?

Experience with custom framing is beneficial, especially if the store does not have a dedicated Framing Manager, as you will lead the delivery of custom framing solutions.

What type of training will I provide to my team?

You will train, observe, and coach the customer experience team on the sales floor and cashier duties to achieve results and support their talent development.

Are there any specific legal requirements for applicants in Canada?

Yes, applicants in Canada must satisfy federal, provincial, and local legal requirements of the job.

What support does Michaels provide for team members facing difficulties?

Michaels encourages team members to contact their supervisor if they need help performing the essential functions of the job, so they can engage in the interactive process to determine reasonable accommodations if available.

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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.