Customer Experience Manager Jobs

Store - SAINT JOHN, NB
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.

• Lead the omnichannel processes
• Serve as Manager on Duty (MOD)
• 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
• 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
• 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
• Assist with the onboarding of new Team Members
• Plan and lead the execution of class and in-store events in accordance with Company programs
• Cross train in Custom Framing selling and production
• 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
• Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs
• 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
• 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
• Manage and execute shrink and safety programs
• Acknowledge customers, help locate the product and provide solutions

Preferred Knowledge/Skills/Abilities
Other duties as assigned
Preferred Type of experience the job requires:

• Retail management experience preferred

Physical Requirements
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
• Ability to remain standing for long periods of time
• Regular bending, lifting, carrying, reaching, and stretching
• 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.
• Ability to move throughout the store
• 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.
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Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.
To review a comprehensive list of benefits, please visit Michaels Benefits (MIKBenefits.com)