Retail Customer Experience Manager

About the position

As a Store Manager at Michaels, you will deliver a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. You will lead the omnichannel processes and maintain store recovery standards to deliver our Brand Promises. Your role will involve delivering friendly customer service and assisting the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements. You will ensure the execution of Company policies and standards, holding your team accountable for store conditions and results. Additionally, you will 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, and support inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed. You will also assist with the onboarding of new Team Members and train, observe, and coach the customer experience team to achieve results. As a Manager on Duty (MOD), you will interact with others in an accepting and respectful manner, promoting commitment to the organization’s vision and values, and serving as a role model for others.

Responsibilities

• Deliver a customer-centric shopping experience by managing front-end operations.
• Lead the omnichannel processes and maintain store recovery standards.
• Deliver friendly customer service and assist the Store Manager in leading adherence to SOPs.
• Ensure compliance with applicable laws and requirements and execution of Company policies.
• Plan and lead the execution of class and in-store events.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Support inventory processes including RTV and ASN activities.
• Assist with onboarding 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.
• 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 retail management or customer service roles.

Benefits

• Health insurance (medical, dental, and vision)
• Paid time off
• Tuition assistance
• Generous employee discounts
• Flexible scheduling options