Customer Experience Manager - Full Time

$36,000 - $60,000/Yr

Michaels - Lebanon, NH

Full-time - Entry Level

Lebanon, NH

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

About the position

As a Customer Experience Manager at Michaels Stores, you will play a pivotal role in delivering a customer-centric shopping experience. Your primary responsibility will be to manage and oversee effective front-end operations while ensuring that the store meets its recovery standards and adheres to the Brand Promises. You will lead omnichannel processes and ensure that all front-end policies and procedures are followed meticulously. This position requires a strong focus on customer service, as you will be expected to deliver friendly and helpful assistance to customers, helping them locate products and providing solutions to their inquiries. In this role, you will assist the Store Manager in leading the team and ensuring compliance with Standard Operating Procedures (SOPs) and company programs. You will hold your team accountable for store conditions and results, ensuring that Key Performance Indicators (KPIs) are achieved. Planning and executing in-store events and classes in accordance with company programs will also be part of your responsibilities. You will manage shrink and safety programs, assist with cash reconciliation and bank deposits, and support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities. Training and coaching the customer experience team, which includes both sales floor and cashier staff, will be essential to achieving results. You will participate in the performance management process and support the talent development of your team. As a Manager on Duty (MOD), you will interact with customers and team members in a respectful and positive manner, serving as a role model for others. Additionally, you will be involved in the truck unloading and stocking processes to ensure that standards are met and completed within budget. In select stores without a Framing Manager, you will also lead the delivery of high-quality custom framing solutions, ensuring timely completion of the framing workload in partnership with the Store Manager.

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 compliance with company policies and standards.
• Achieve KPIs and manage team performance to meet their role KPIs.
• Plan and lead 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.
• Train, observe, and coach the customer experience team.
• Serve as Manager on Duty (MOD).
• Interact positively and respectfully with customers and team members.
• Participate in truck unloading and stocking processes.
• Cross-train in Custom Framing selling and production.

Requirements

• Proven experience in retail management or customer service roles.
• Strong leadership skills and ability to manage a team effectively.
• Excellent communication and interpersonal skills.
• Ability to handle difficult situations with a positive attitude.
• Knowledge of retail operations and inventory management.
• Experience in planning and executing events or classes.

Nice-to-haves

• Experience in custom framing or related fields.
• Familiarity with omnichannel retail processes.
• Previous experience in a supervisory role.

Benefits

• Competitive salary range of $36k - $60k per year.
• Opportunities for career advancement within the company.
• Employee discounts on store products.