FT Retail Customer Experience Manager

Michaels - Brushy Creek, TX

Full-time - Mid Level

Brushy Creek, TX

1,001-5,000 employees

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

About the position

The Retail 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, training team members, and maintaining store recovery standards to uphold the brand's promises. The manager will also oversee customer service, manage shrink and safety programs, and assist with various operational tasks to enhance the overall shopping experience.

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 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) activities.
• Assist with onboarding new team members and training 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 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 regular bending, lifting, carrying, reaching, and stretching.

Nice-to-haves

• Experience in custom framing solutions (if applicable).

Benefits

• Comprehensive benefits package (details available on Michaels Benefits website).