Customer Experience Manager

Michaels - Augusta, ME

Full-time - Mid Level

Augusta, ME

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 oversee the training and development of the customer experience team, plan in-store events, and manage shrink and safety programs.

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 achieve KPIs.
• Plan and lead the execution of class and in-store events.
• 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) activities.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team to achieve results.
• Serve as Manager on Duty (MOD).
• Interact positively and respectfully with customers and team members.
• Participate in the truck unloading and stocking processes.
• Cross-train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores.

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 customer service roles.
• Knowledge of retail operations and inventory management.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• 401k plan
• Paid time off
• Employee discounts
• Tuition reimbursement
• Flexible scheduling