Customer Experience manager -FT

Michaels - College Station, TX

Full-time - Mid Level

College Station, TX

1,001-5,000 employees

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 assist in training and developing team members, planning in-store events, and managing shrink and safety programs.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead omnichannel processes and maintain store recovery standards.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs).
• Ensure execution of Company policies and standards and hold team accountable for store conditions.
• Achieve KPIs and manage team performance to meet their role KPIs.
• Plan and lead execution of in-store events in accordance with Company programs.
• 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).
• Assist with onboarding new Team Members and training the customer experience team.
• Serve as Manager on Duty (MOD) and interact positively with customers and team members.
• Participate in truck unloading and stocking processes to ensure standards are met.
• Cross-train in Custom Framing selling and production.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store and perform regular bending, lifting, carrying, reaching, and stretching.

Nice-to-haves

• Experience in custom framing solutions.

Benefits

• Comprehensive benefits package (details available on Michaels Benefits website).