Customer Experience Manager

Customer Experience Manager role at Michaels Stores in Eatontown, NJ. Deliver a customer-centric shopping experience by managing front-end operations and expectations, leading omnichannel processes, and maintaining store recovery standards to uphold Brand Promises. Deliver friendly customer service. Availability on weekends is required.

• Assist Store Manager in leading and ensuring adherence to Standard Operating Procedures (SOPs) and Company programs; ensure compliance with applicable laws and requirements; hold store leadership accountable for store conditions and results
• Ensure all front-end policies and procedures are followed; achieve KPIs and manage your team to achieve their role KPIs
• Plan and lead the execution of 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 including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed
• Assist with 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; utilize the leadership competencies for continued self-development
• Serve as Manager on Duty (MOD)
• Interact with customers and colleagues in a respectful, positive manner; promote the organization’s vision and values; serve as a role model
• Acknowledge customers, help locate products, and provide solutions
• Participate in truck unloading and stocking to ensure truck standards are followed and completed within budget
• Cross-train in Custom Framing selling and production
• In select stores without a Framing Manager, lead the delivery of high-quality custom framing solutions on time by planning and managing the framing workload in partnership with the Store Manager

• Retail management experience preferred

• Ability to remain standing for long periods
• 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 to discuss accommodations

• Public retail store setting; climate-controlled public areas; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or unload trucks; frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

Total Base Pay Range For This Position
$16.25 - $22.30

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  and  The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise, and Maker Place by Michaels. Founded in 1973 and headquartered in Irving, Texas.

Michaels is an Equal Opportunity Employer. We are committed to providing reasonable accommodations to qualified individuals with disabilities. If accommodations are required to participate in the job application or interview process or to perform the essential functions of the job, please contact Customer Care at