Customer Experience Manager

Michaels - Destin, FL

Full-time - Entry Level

Destin, FL

1,001-5,000 employees

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

About the position

The position involves managing front-end operations to deliver a customer-centric shopping experience at Michaels. The role includes leading omnichannel processes, maintaining store recovery standards, and ensuring compliance with company policies and procedures. The individual will assist the Store Manager in various operational tasks while providing friendly customer service and training team members to achieve performance goals.

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 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) 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 truck unloading and stocking processes to ensure standards are followed.
• 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

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