Customer Experience Manager

About the role

Deliver a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. Lead omnichannel processes, maintain store recovery standards, and ensure adherence to Standard Operating Procedures (SOPs) and Company programs for compliance with applicable laws. Assist the Store Manager in leading and managing store conditions, results, and team accountability.

Responsibilities

• 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 class and in-store events in accordance with Company programs
• Lead 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
• Serve as Manager on Duty (MOD)
• Acknowledge customers, help locate products, and provide solutions
• Participate in truck unloading and stocking processes 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 by planning and managing framing workload in partnership with the Store Manager
• Interact with others in an accepting and respectful manner; remain positive and respectful in difficult situations; promote the organization’s vision and values; project a positive image; serve as a role model
• Other duties as assigned

Requirements

• Retail management experience preferred
• Ability to remain standing for long periods of time
• Ability to move throughout the store, including regular bending, lifting, carrying, reaching, and stretching
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment

Work Environment

Public retail store setting taking care of customers; all public areas are climate-controlled; some stock rooms may not be climate-controlled. Some outdoor work may be required (e.g., retrieving shopping carts or unloading trucks). Frame shop contains a glass cutter and heat press. Work hours include nights, weekends, and early mornings.

Pay

Total Base Pay Range for this position: $17.75 - $23.10 per hour. This position may be eligible for overtime compensation in accordance with state and local laws.

Benefits

Michaels offers a range of benefits to support team members and their families, depending on position and eligibility. Benefits may include:

• 401(k) with employer match
• Employee Assistance Program
• Medical, dental, and vision coverage
• Telemedicine services
• Flexible spending accounts
• Commuter benefits
• Tuition assistance
• Adoption assistance
• Various voluntary insurance options
• Employee discounts and access to partner discount programs