Full Time Customer Experience Manager

Michaels - Baltimore, MD

Full-time - Mid Level

Baltimore, MD

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

About the position

The Customer Experience Manager 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 brand promises. The manager will also oversee cash reconciliation, inventory processes, and assist in executing store events while promoting a positive and respectful environment for both customers and staff.

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).
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to ensure standards are followed.
• Cross-train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores without a Framing Manager.

Requirements

• Retail management experience preferred.
• Ability to remain standing for long periods of time.
• Ability to move throughout the store.
• Regular bending, lifting, carrying, reaching, and stretching.

Nice-to-haves

• Experience in customer service roles.
• Knowledge of inventory management processes.
• Familiarity with cash handling procedures.

Benefits

• Health insurance coverage.
• Paid time off and holidays.
• Employee discounts on products.