Customer Experience Manager

Store - TOR-NEWMARKET, ON

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

Preferred Knowledge/Skills/Abilities

Preferred Type of experience the job requires:

Retail management experience preferred

Physical Requirements

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

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.

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

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

We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world!

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)

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