Customer Experience Manager

1 month ago


Fraser Rise, Australia Michaels Full time
Job Summary

We are seeking a highly skilled Customer Experience Manager to lead our front-end operations and deliver exceptional customer service. As a key member of our team, you will be responsible for managing and executing effective store recovery standards, leading omnichannel processes, and maintaining a customer-centric shopping experience.

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 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.
  • Serve as Manager on Duty (MOD).
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.
About Michaels

For 50 years, Michaels has been the best place for all things creative. We strive to inspire our customers, cultivate confident leaders, and serve our communities by fostering an inclusive environment for everyone to learn, shop, and create. At Michaels, everyone has a seat at our craft table and every Team Member is encouraged to hone their craft with opportunities for personal and professional growth.

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



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