Michaels - Hampton, VA
posted about 2 months ago
Full-time - Mid Level
Hampton, VA
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, training and developing team members, and maintaining store recovery standards to uphold the brand's promises. The manager will also oversee customer service, assist with inventory processes, and lead in-store events, all while promoting a positive and respectful environment.
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 in accordance with company programs.
- Manage and execute shrink and safety programs.
- Assist with cash reconciliation and bank deposits.
- Participate in inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
- Assist with the onboarding and training of new team members.
- 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 when 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.
- Strong leadership and team development skills.
Benefits
- Dental insurance
- Employee discount
- Health insurance
- Paid time off
- Tuition reimbursement
- Vision insurance
