Customer Experience Manager - Full Time

Michaels Stores; Silver Spring (MD); On-site; USD 45,000 - 60,000; Full time

Job summary

A leading retail company seeks a Store Manager to deliver a customer-centric shopping experience. The role involves managing front-end operations, ensuring compliance with policies, and leading team performance. Ideal candidates will have retail management experience and a commitment to customer service excellence.

Qualifications

• Retail management experience preferred.

Responsibilities

• Assist Store Manager in ensuring adherence to SOPs and company programs.
• Plan and lead execution of in-store events and classes.
• Support onboarding, training, and coaching of team members.

Skills

Customer Service

Leadership

Retail Management

Team Performance Management

Job description

Store - DC-SILVER SPRING, MD

Job Summary

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

Key Responsibilities

1. Assist Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and company programs, ensuring compliance with laws and standards, and holding team members accountable.
2. Ensure all front-end policies and procedures are followed; meet KPIs and manage team performance accordingly.
3. Plan and lead execution of in-store events and classes in line with company programs.
4. Manage omnichannel processes, shrink, and safety programs.
5. Assist with cash reconciliation, bank deposits, and inventory processes including RTV and ASN activities.
6. Support onboarding, training, and coaching of team members to enhance customer experience and meet performance goals.
7. Serve as Manager on Duty (MOD).
8. Promote a positive, respectful environment and serve as a role model for team members.
9. Assist customers by helping locate products and providing solutions.
10. Participate in truck unloading and stocking, ensuring standards and budget adherence.
11. Cross-train in Custom Framing sales and production, leading delivery of framing solutions in stores without a Framing Manager.
12. Perform other duties as assigned.

Preferred Qualifications

• Retail management experience preferred.

Physical and Work Environment Requirements

• Ability to stand for long periods, move throughout the store, and perform physical tasks including lifting and reaching.
• Work involves climate-controlled areas, outdoor tasks, and possibly working nights, weekends, and early mornings.

Additional Information

Applicants must meet legal requirements and the company’s commitment to inclusion and accommodations. For more information, visit www.michaels.com.