Customer Experience Manager Full Time

Michaels - Round Rock, TX

Full-time - Mid Level

Round Rock, TX

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

About the position

The Customer Experience Manager 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 brand promises. The manager will also oversee cash reconciliation, inventory processes, and assist in executing store events while serving as a role model for customer service excellence.

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) and company programs.
• 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 in accordance with company programs.
• 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.
• Assist with onboarding new team members and training the customer experience team.
• Serve as Manager on Duty (MOD) and promote a positive work environment.
• Acknowledge customers and provide solutions to their inquiries.
• Participate in truck unloading and stocking processes to meet standards.
• Cross-train in Custom Framing selling and production, if applicable.

Requirements

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

Nice-to-haves

• Experience in customer service roles.
• Knowledge of inventory management processes.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on products.