Customer Experience Manager - FT

Michaels Stores; Cypress (TX); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player seeks a passionate Customer Experience Manager to elevate the shopping experience. In this dynamic role, you will lead front-end operations, ensuring compliance with company standards while fostering a customer-centric environment. Your leadership will inspire the team to achieve key performance indicators and execute engaging in-store events. Join a company that values creativity and community, offering a supportive workplace with comprehensive benefits. If you thrive in a fast-paced retail setting and are dedicated to enhancing customer interactions, this opportunity is perfect for you.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management is preferred.
• Ability to lead and coach a customer experience team.

Responsibilities

• Manage front-end operations and ensure compliance with company policies.
• Plan and execute in-store events and classes.
• Support onboarding and training of the customer experience team.

Skills

Retail Management

Customer Service

Team Leadership

Event Planning

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

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

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

1. Assist Store Manager in ensuring compliance with SOPs, company policies, and standards; hold team accountable for store conditions and results.
2. Ensure adherence to front end policies; achieve KPIs for yourself and your team.
3. Plan and execute in-store events and classes in line with company programs.
4. Lead omnichannel processes and manage shrink and safety programs.
5. Assist with cash reconciliation, bank deposits, and inventory processes including RTV and ASN activities.
6. Support onboarding, training, coaching, and performance management of the customer experience team.
7. Serve as Manager on Duty (MOD).
8. Interact positively and respectfully with customers and team members, promoting the organization’s values.
9. Assist customers by locating products and providing solutions.
10. Participate in truck unloading and stocking, ensuring standards and budgets are met.
11. Cross-train in Custom Framing sales and production, especially in stores without a Framing Manager.

Preferred Knowledge, Skills, & Abilities

Retail management experience preferred. Other duties as assigned.

Physical Requirements & Work Environment

• Stand for long periods, move throughout the store, and perform bending, lifting, reaching, and stretching.
• Lift heavy boxes, access high shelves using ladders, and work in climate-controlled retail environments, including some outdoor work and work hours that include nights, weekends, and early mornings.

For accommodations, contact your supervisor to discuss potential support.

Additional Information

Michaels operates over 1,300 stores across North America, with a focus on creativity and community. Benefits include health insurance, paid time off, tuition assistance, and employee discounts. Michaels is an Equal Opportunity Employer committed to inclusion and providing reasonable accommodations for individuals with disabilities.