Customer Experience Manager

Michaels Stores; Charlottesville (VA); On-site; USD 19,286 - 26,587; Full time

Benefits offered by this job

401(k) with employer match

Employee discounts

Tuition assistance

Job summary

Michaels Stores in Charlottesville, VA, seeks a Retail Manager to oversee front-end operations and customer service. The ideal candidate will assist the Store Manager in adhering to standards, plan in-store events, and lead the team to achieve performance goals.

Responsibilities include managing shrink and safety programs, training staff, and ensuring compliance with company policies. Competitive hourly rates with benefits like a 401(k) match and employee discounts are offered.

Qualifications

• Retail management experience preferred.
• Ability to remain standing for long periods.
• Strong team leadership skills.

Responsibilities

• Assist Store Manager in leading and managing adherence to SOPs.
• Ensure all front-end policies are followed.
• Plan and lead execution of in-store events.
• Manage shrink and safety programs.
• Train and coach sales floor and cashier teams.

Skills

Customer service

Retail management

Team leadership

Cash reconciliation

Job description

Location: CHARLOTTESVILLE, VA

Deliver a customer‑centric shopping experience by managing and delivering effective front‑end operations and expectations. Lead omnichannel processes, maintain store recovery standards to deliver our brand promises, and deliver friendly customer service.

Responsibilities

• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements; ensure execution of Company policies and standards and hold them accountable for store conditions and results.
• Ensure all front‑end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs.
• Plan and lead the execution of class and in‑store events in accordance with Company programs.
• Lead the omnichannel processes.
• 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 as needed.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize leadership competencies for continued self‑development.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations; promote commitment to the organization’s vision and values; project a positive image and serve as a role model for others.
• Acknowledge customers, help locate the product and provide solutions.
• Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
• Cross‑train in Custom Framing selling and production.
• In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high‑quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

Preferred Knowledge/Skills/Abilities

No specific preferences beyond those described in the responsibilities.

Preferred Experience

• Retail management experience preferred.

Physical Requirements

• Ability to remain standing for long periods of time.
• Ability to move throughout the store.
• Regular bending, lifting, carrying, reaching, and stretching.
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
• If you need help performing essential functions, contact your supervisor for accommodations.

Work Environment

• Public retail store setting with climate‑controlled public areas; some stock rooms may not be climate‑controlled; occasional outdoor work for retrieving shopping carts or unloading trucks; frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings.

Compensation

Base pay range: $14.00 – $19.30 per hour. This position may be eligible for overtime compensation in accordance with state and local laws.

Benefits

Michaels offers benefits such as a 401(k) with employer match, an Employee Assistance Program, medical, dental, and vision coverage, telemedicine services, flexible spending accounts, commuter benefits, tuition assistance, adoption assistance, and voluntary insurance options. Team members also enjoy employee discounts and partner discount programs.

Equal Opportunity

Michaels is an Equal Opportunity Employer and is committed to full inclusion of all qualified individuals. If a reasonable accommodation is required, please contact Customer Care at 1‑800‑642‑4235.