Customer Experience Manager Full-Time

Michaels Stores; Kentucky; On-site; USD 55,000 - 72,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Tuition assistance

Employee discounts

Job summary

Michaels Stores is seeking a Store Manager to lead front-end operations, drive omnichannel initiatives, and deliver a customer-centric shopping experience. You will oversee daily store performance, SOP adherence, and team development in a high-volume environment.

Responsibilities include event planning, shrink/safety management, inventory processes, cash handling, and acting as Manager on Duty. This role requires strong leadership and the ability to motivate a diverse team to meet KPIs.

Qualifications

• Retail management experience preferred.

Responsibilities

• Assist Store Manager in leading SOPs and Company programs; ensure adherence to policies and store conditions.
• Ensure front end policies are followed; drive KPI achievement and team performance.
• Plan and lead class and in-store events per Company programs.
• Lead omnichannel processes and customer experience improvements.
• Manage shrink and safety programs; support loss prevention efforts.
• Assist cash reconciliation and bank deposits; monitor accuracy.
• Support inventory processes including RTV and ASN as needed.
• Assist with onboarding of new Team Members and training of staff.
• Act as Manager on Duty (MOD) and role model company values.
• Acknowledge customers, assist with locating products, and provide solutions.
• Participate in truck unloading and stocking to meet standards and budgets.
• Cross-train in Custom Framing selling and production; deliver framing workload efficiently.
• In stores without a Framing Manager, lead delivery of framing solutions in partnership with Store Manager.

Skills

Retail management

Job description

Store Location

Store - DFW-Allen, TX

Overview

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.

Responsibilities

• 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
• Ensure all front end policies and procedures are followed; achieve your KPIs and manage your team to achieve their role KPIs
• Plan and lead the execution of class and in‑store events in accordance with Company programs
• Lead the omnichannel processes
• Manage and execute shrink and safety programs
• Assist with cash reconciliation and bank deposits
• Assist with inventory processes to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed
• Assist with the onboarding of new Team Members
• Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team; utilize the leadership competencies for continued self‑development
• Serve as Manager on Duty (MOD)
• Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization’s vision and values; projects a positive image; and serves as a role model for others
• Acknowledge customers, help locate the product and provide solutions
• Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget
• Manage and execute the shrink and safety programs
• Cross train in Custom Framing selling and production
• In select stores that do not have a Framing Manager only, responsibilities also include: leading the delivery of high‑quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager

Other Duties

Other duties as assigned

Preferred Knowledge/Skills/Abilities

• Retail management experience preferred

Physical Requirements

• Ability to remain standing for long periods of time
• Ability to move throughout the store
• Regular bending, lifting, carrying, reaching, and stretching
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment
• If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.
• Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends and early mornings

Work Environment

• Ability to remain standing for long periods of time
• Ability to move throughout the store
• Regular bending, lifting, carrying, reaching, and stretching
• Lifting heavy boxes and accessing high shelves by ladder or similar equipment
• Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends and early mornings

Benefits

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full‑time and part‑time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more.

Equal Opportunity Statement

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together.

Accommodation Statement

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).