Customer Experience Manager FT

$35,360 - $45,760/Yr

Michaels

Full-time - Mid Level

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Customer Experience Manager at Michaels is responsible for delivering a customer-centric shopping experience by managing front-end operations and leading omnichannel processes. This role involves ensuring compliance with company policies, maintaining store recovery standards, and providing friendly customer service. The manager will also oversee the training and development of the customer experience team, assist with inventory processes, and serve as the Manager on Duty (MOD).

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist the Store Manager in ensuring compliance with Standard Operating Procedures (SOPs) and company programs.
• Ensure all front-end policies and procedures are followed and manage team KPIs.
• Plan and lead the execution of in-store events and classes.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Support inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• Onboard and train new team members, coaching them to achieve results.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in truck unloading and stocking processes to meet standards.
• Cross-train in Custom Framing selling and production.

Requirements

• Retail management experience preferred.

Benefits

• Opportunities for personal and professional growth.
• Inclusive environment for all team members.