Customer experience manager

Overview

FT Customer Experience Manager at Michaels Stores. Join to apply for the role and help deliver a customer centric shopping experience across front-end operations and omnichannel processes.

• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs; ensure compliance with applicable laws and requirements; uphold store conditions and results.
• Ensure all front end policies and procedures are followed; manage and coach the team to achieve individual and store KPIs.
• Plan and lead the execution of in-store events in accordance with Company programs.
• Lead omnichannel processes; manage shrink and safety programs.
• Assist with cash reconciliation, bank deposits, and 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); participate in performance management; support Talent Development.
• Serve as Manager on Duty (MOD) and model positive, respectful behavior aligned with the company vision and values.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking to meet truck standards within budget; cross-train in Custom Framing selling and production; in some stores, lead high-quality custom framing solutions in partnership with the Store Manager.

• Retail management experience preferred.
• Proven ability to lead teams, manage operations, and meet KPIs.

• Ability to remain standing for long periods; move throughout the store; regular bending, lifting, carrying, reaching, and stretching; lift heavy boxes; use ladder or similar equipment.

• Public retail store setting with climate-controlled public areas; some stockrooms may not be climate controlled; some outdoor work as needed (e.g., unloading trucks, retrieving shopping carts).
• Frame shop contains glass cutter and heat press; work hours may include nights, weekends and early mornings.

• Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
• At Michaels, we prioritize team wellbeing with robust benefits for full-time and part-time Team Members (health insurance, paid time off, tuition assistance, discounts, and more).
• Michaels is an Equal Opportunity Employer. We are committed to inclusion and providing reasonable accommodations during the application process; contact Customer Care at for accommodations.

For more information, visit  Michaels Brands and related entities are part of The Michaels Companies, Inc., headquartered in Irving, Texas.

• Mid-Senior level

• Full-time

• Other

• Retail