Customer Experience Manager FT

Michaels Stores; Hickory (NC); On-site; USD 40,000 - 65,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance customer satisfaction and drive store performance. This role involves managing front-end operations, leading a dedicated team, and ensuring compliance with company standards. You will be the face of the store, delivering exceptional service and fostering a positive shopping environment. If you have a passion for retail and a knack for leadership, this is a fantastic opportunity to make a significant impact in a dynamic setting.

Qualifications

• Experience in retail management preferred.
• Strong customer service and team leadership skills.

Responsibilities

• Manage front-end operations and ensure compliance with company policies.
• Lead omnichannel initiatives and execute in-store events.
• Support onboarding and training of team members.

Skills

Retail management

Customer service

Team leadership

Omnichannel processes

Job description

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

Store - HICKORY, NC

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 all front-end policies are followed; meet KPIs and manage team performance.
3. Plan and execute in-store events in line with company programs.
4. Lead omnichannel initiatives.
5. Manage shrink and safety programs.
6. Assist with cash reconciliation, bank deposits, and inventory processes including RTV and ASN activities.
7. Support onboarding, training, coaching, and performance management of team members.
8. Serve as Manager on Duty (MOD).
9. Maintain positive interactions with customers and team, embodying company values and serving as a role model.
10. Assist customers, locate products, and provide solutions.
11. Participate in truck unloading, stocking, and managing high-quality custom framing services where applicable.
12. Perform other duties as assigned.

Preferred Skills and Experience:

• Retail management experience preferred.

Physical Requirements and Work Environment:

• Ability to stand for long periods, move throughout the store, and perform physical tasks such as lifting and reaching.
• Work includes nights, weekends, and early mornings, in climate-controlled and outdoor settings.

For accommodations, contact your supervisor to discuss support options.