Customer experience manager

Michaels - Orlando, FL

Full-time - Mid Level

Orlando, FL

1,001-5,000 employees

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

About the position

As a Customer Experience Manager at Michaels, you will play a pivotal role in delivering a customer-centric shopping experience by managing and executing effective front-end operations. Your primary responsibility will be to lead the omnichannel processes while maintaining store recovery standards to uphold our Brand Promises. You will be expected to deliver friendly customer service and ensure that all front-end policies and procedures are adhered to, achieving your KPIs and managing your team to meet their role KPIs. In this role, you will assist the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements. You will also be responsible for planning and leading the execution of in-store events in accordance with Company programs, managing shrink and safety programs, and assisting with cash reconciliation and bank deposits. Additionally, you will support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. Your leadership will extend to onboarding new Team Members and training, observing, and coaching the customer experience team, which includes both sales floor and cashier staff. You will participate in the performance management process and support the Talent Development of your team, utilizing leadership competencies for your continued self-development. As the Manager on Duty (MOD), you will interact with customers and team members in a respectful manner, promoting commitment to the organization's vision and values. You will also be involved in the truck unloading and stocking processes, ensuring that truck standards are followed and completed within budget. In select stores without a Framing Manager, you will lead the delivery of high-quality custom framing solutions, managing the completion of the framing workload in partnership with the Store Manager.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Assist Store Manager in managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure compliance with applicable laws and requirements; execute Company policies and standards.
• Achieve KPIs and manage team performance 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.
• Onboard new Team Members and train 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 to ensure standards are met.
• 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.
• Experience lifting heavy boxes and accessing high shelves using ladders or similar equipment.

Nice-to-haves

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

Benefits

• Comprehensive benefits package (details available on Michaels Benefits website).
• Opportunities for personal and professional growth.
• Inclusive work environment that fosters creativity.