Customer Experience Director

3 weeks ago

Fraser Rise, Australia Michaels Full time
Job Title: Customer Experience Manager

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

Key Responsibilities:
  • Assist the 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 key performance indicators (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, including customer service, sales, and inventory management.
  • Manage and execute shrink and safety programs, including cash reconciliation and bank deposits.
  • Assist with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  • Assist with the onboarding of new Team Members and train, observe, and coach the customer experience team.
  • Serve as Manager on Duty (MOD) and interact with others in an accepting and respectful manner.
  • Acknowledge customers, help locate products, 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, and lead the delivery of high-quality custom framing solutions in select stores.
Preferred Qualifications:
  • Retail management experience preferred.
Work Environment:
  • 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.

Michaels is an Equal Opportunity Employer. We are committed to creating an inclusive environment for all Team Members and Makers to learn, shop, and create.

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