Customer Experience Manager

Michaels Stores; Beavercreek (OH); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer satisfaction and drive front-end operations. This role involves leading omnichannel processes, managing store conditions, and ensuring compliance with company policies. The ideal candidate will have a solid background in retail management and a passion for delivering exceptional customer service. Join a dynamic team dedicated to creating a welcoming shopping environment and executing engaging in-store events. This position offers a unique opportunity to influence customer interactions and contribute to the overall success of the store.

Qualifications

• Experience in retail management and customer service.
• Ability to manage team performance and achieve KPIs.

Responsibilities

• Assist Store Manager in managing store conditions and compliance.
• Plan and execute in-store events and lead omnichannel initiatives.
• Provide excellent customer service and assist with onboarding.

Skills

Retail management experience

Customer service

Team performance management

Event planning

Job description

Join to apply for the Customer Experience Manager role at Michaels Stores.

Store - DAYTON-BEAVERCREEK, OH

Deliver a customer-centric shopping experience by managing front-end operations and expectations. Lead omnichannel processes and maintain store recovery standards to uphold our Brand Promises. Provide friendly customer service.

Responsibilities:

1. Assist Store Manager in ensuring compliance with SOPs and company policies; manage store conditions and results.
2. Ensure adherence to front-end policies; achieve KPIs and manage team performance.
3. Plan and execute in-store events and classes.
4. Lead omnichannel initiatives.
5. Manage shrink, safety, cash reconciliation, and inventory processes.
6. Assist with onboarding and training of team members.
7. Serve as Manager on Duty (MOD).
8. Provide excellent customer service by acknowledging customers and helping locate products.
9. Participate in truck unloading, stocking, and cross-training in custom framing.

Preferred Skills and Experience:

• Retail management experience preferred.

Physical Requirements & Work Environment:

• Ability to stand for long periods, lift heavy boxes, and work in a climate-controlled environment, including nights, weekends, and early mornings.

Additional Information:

Applicants must meet legal requirements; Michaels is committed to inclusion and provides reasonable accommodations as needed.