Customer Experience Manager FT

Michaels Stores; Sarasota (FL); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Experience Manager to enhance the shopping experience by leading front-end operations and ensuring customer satisfaction. This role involves managing team performance, planning in-store events, and maintaining store standards. The ideal candidate will have a background in retail management and a passion for delivering exceptional customer service. Join a company that values team wellbeing, offering comprehensive benefits and a supportive work environment. If you thrive in a dynamic setting and are eager to make a positive impact, this opportunity is for you.

Benefits

Health insurance

Paid time off

Tuition assistance

Employee discounts

Qualifications

• Experience in retail management preferred.
• Strong customer service skills are essential.

Responsibilities

• Assist Store Manager in ensuring compliance with SOPs and company policies.
• Plan and lead in-store events and manage omnichannel processes.

Skills

Retail management

Customer service

Team performance management

Event planning

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, maintain store recovery standards, and ensure friendly customer service.

Key Responsibilities:

1. Assist Store Manager in ensuring compliance with SOPs and company policies; hold team accountable for store conditions and results.
2. Ensure all front-end policies are followed; achieve KPIs and manage team performance.
3. Plan and lead in-store events and manage omnichannel processes.
4. Manage shrink, safety, cash reconciliation, and inventory processes.
5. Assist with onboarding, training, coaching, and performance management of team members.
6. Serve as Manager on Duty (MOD).
7. Promote a positive and respectful environment, embodying company values.
8. Assist customers, help locate products, and provide solutions.
9. Participate in truck unloading, stocking, and cross-train in custom framing sales and production.
10. In stores without a Framing Manager, lead delivery of custom framing solutions.

Preferred Skills and Experience:

• Retail management experience preferred.

Physical and Work Environment Requirements:

• Ability to stand for long periods, move throughout the store, lift heavy boxes, and work nights, weekends, and early mornings.

At Michaels, we prioritize team wellbeing with comprehensive benefits, including health insurance, paid time off, tuition assistance, and employee discounts. We are an Equal Opportunity Employer committed to inclusion and providing reasonable accommodations for individuals with disabilities.