Retail Customer Experience Manager

Retail Customer Experience Manager at Michaels Stores

The Retail Customer Experience Manager delivers a customer‑centric shopping experience by managing front‑end operations and maintaining store recovery standards. The role leads omnichannel processes, ensures compliance with SOPs, manages events, training, safety and shrink, mentors the customer experience team, and oversees cash, inventory, and franchise responsibilities.

• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure all front‑end policies and procedures are followed; achieve KPIs and manage your team to achieve their individual 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 including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• 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).
• Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations; promote commitment to the organization’s vision and values; project a positive image; and serve as a role model for others.
• 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.
• For select stores that do not have a Framing Manager only, responsibilities also include leading delivery of high‑quality custom framing solutions to customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

• 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.
• If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process 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.

• 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.

Mid‑Senior level

Full‑time

Other

Retail

At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating 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…