Customer Experience Manager - Full Time

Michaels - Beckley, WV

Full-time - Mid Level

Beckley, WV

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, training and developing team members, and maintaining store recovery standards to uphold the brand's promises. The manager will also oversee cash reconciliation, inventory processes, and assist in executing shrink and safety programs while serving as the Manager on Duty.

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 managing adherence to Standard Operating Procedures (SOPs).
• Ensure compliance with applicable laws and company policies.
• Achieve KPIs and manage the team to meet their role 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).
• 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.
• 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).