Customer Experience Manager FT

Michael's; Pasadena (TX); On-site; USD 30,000 - 50,000; Full time

Job summary

Join a forward-thinking company dedicated to fueling creativity! As a key player in the store, you'll lead front-end operations, ensuring a seamless customer experience while managing a dynamic team. With responsibilities ranging from training new members to executing in-store events, your leadership will drive success. Enjoy a supportive work environment with robust benefits, including health insurance, paid time off, and tuition assistance. If you're passionate about retail and eager to make an impact, this opportunity is perfect for you!

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Experience in retail management preferred.
• Ability to train and coach team members effectively.

Responsibilities

• Lead front-end operations and manage adherence to SOPs.
• Ensure customer satisfaction and achieve KPIs.
• Assist with onboarding and training new team members.

Skills

Retail Management

Customer Service

Team Leadership

Cash Handling

Inventory Management

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

Store - HSTN-PASADENA, TX

Deliver a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service.

1. 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; hold them accountable for store conditions and results.
2. Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs.
3. Plan and lead the execution of class and in-store events in accordance with Company programs.
4. Lead the omnichannel processes.
5. Manage and execute shrink and safety programs.
6. Assist with cash reconciliation and bank deposits.
7. Assist with inventory processes including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
8. Assist with onboarding new Team Members.
9. Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development; utilize leadership competencies for self-development.
10. Serve as Manager on Duty (MOD).
11. Interact with others respectfully; remain positive even in difficult situations; promote the organization’s vision and values; serve as a role model.
12. Acknowledge customers, help locate products, and provide solutions.
13. Participate in truck unloading and stocking processes, ensuring standards are met within budget.
14. Manage and execute shrink and safety programs.
15. Cross-train in Custom Framing selling and production.
16. In stores without a Framing Manager, responsibilities include leading the delivery of high-quality custom framing solutions, planning and managing workload in partnership with the Store Manager.

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Experience required: Retail management preferred.

Physical Requirements & Work Environment

• Ability to stand for long periods, move throughout the store, and perform bending, lifting, reaching, and stretching.
• Lifting heavy boxes, accessing high shelves via ladder or equipment.
• Work in climate-controlled public retail areas; some outdoor work; work hours include nights, weekends, and early mornings.

If accommodations are needed, please contact your supervisor for assistance.

Applicants in the U.S. must meet legal requirements.

About Michaels

Our purpose is to fuel the joy of creativity. We operate over 1,300 stores across North America, and online at Michaels.com and Michaels.ca. Founded in 1973, headquartered in Irving, Texas, Michaels is the leading destination for all things creative.

We offer robust benefits including health insurance, paid time off, tuition assistance, employee discounts, and more. For details, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer committed to inclusion and providing reasonable accommodations for individuals with disabilities.