Customer Experience Manager

Michaels Stores; Midlothian (VA); On-site; USD 45,000 - 70,000; Full time

Job summary

An established industry player seeks a Customer Experience Manager to enhance the shopping experience by managing front-end operations and leading omnichannel processes. This role involves ensuring compliance with company standards, training team members, and delivering exceptional customer service. Join a company committed to creativity and community engagement, where your leadership will directly impact customer satisfaction and store performance. If you are passionate about retail and have a knack for creating a welcoming environment, this opportunity is perfect for you.

Benefits

Comprehensive Benefits

Diversity and Inclusion Commitment

Reasonable Accommodations for Disabilities

Qualifications

• Experience in retail management with a focus on customer experience.
• Strong leadership skills to manage and develop team performance.

Responsibilities

• Manage front-end operations and ensure compliance with company policies.
• Provide excellent customer service and assist with product location.

Skills

Retail Management

Customer Service

Team Leadership

Inventory Management

Event Planning

Job description

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

Position Overview

Deliver a customer-centric shopping experience by managing front-end operations, leading omnichannel processes, maintaining store recovery standards, and providing friendly customer service.

Key Responsibilities

1. Assist Store Manager in ensuring compliance with SOPs, company policies, and standards; manage store conditions and results.
2. Follow front end policies, achieve KPIs, and manage team performance.
3. Plan and execute in-store events and omnichannel processes.
4. Manage shrink, safety, cash reconciliation, and inventory processes.
5. Assist with onboarding, training, and coaching team members; participate in performance management and talent development.
6. Serve as Manager on Duty (MOD).
7. Provide excellent customer service, assist with product location, and resolve issues.
8. Participate in truck unloading, stocking, and, where applicable, lead custom framing services.

Preferred Skills and Experience

Retail management experience preferred.

Physical and Work Environment Requirements

• Ability to stand for long periods, move throughout the store, and lift heavy items.
• Work involves bending, reaching, climbing ladders, and outdoor activities.
• Work hours include nights, weekends, and early mornings.

Additional Information

Applicants must meet legal requirements. Michaels offers comprehensive benefits and is committed to diversity and inclusion, providing reasonable accommodations for individuals with disabilities.

Company Overview

Michaels is North America's leading arts and crafts retailer, operating over 1,300 stores across the US and Canada, dedicated to fueling creativity and community engagement.