FT Customer Experience Manager

Michaels Stores; Newark (DE); On-site; USD 40,000 - 70,000; Full time

Job summary

Join a forward-thinking company as a Full-Time Customer Experience Manager, where you will enhance customer satisfaction by managing front-end operations and leading omnichannel processes. This role involves ensuring compliance with store policies, planning engaging in-store events, and fostering a positive environment for both customers and team members. With a commitment to creativity and diversity, this innovative firm offers a supportive workplace and a chance to make a real impact in the retail space. If you are passionate about customer service and team leadership, this opportunity is perfect for you.

Benefits

Health insurance

Paid time off

Tuition assistance

Employee discounts

Qualifications

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

Responsibilities

• Assist Store Manager in ensuring adherence to SOPs and compliance.
• Lead omnichannel initiatives and manage team performance.
• Plan and execute in-store events and class activities.

Skills

Retail management

Customer service

Team performance management

Event planning

Job description

Join us as a FT Customer Experience Manager at Michaels Stores

Location: Store - WILMINGTON-CHRISTIANA, DE

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

Key Responsibilities:

1. Assist Store Manager in ensuring adherence to SOPs, company programs, and compliance with laws; 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 and class activities.
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. Promote a respectful, positive environment and model organizational values.
10. Assist customers with locating products and solutions.
11. Participate in truck unloading, stocking, and cross-training in custom framing sales and production.
12. In stores without a Framing Manager, lead the delivery of custom framing solutions.

Preferred Qualifications:

• Retail management experience preferred.

Physical Requirements and Work Environment:

• Standing for long periods, moving throughout the store, bending, lifting, reaching, and stretching.
• Ability to lift heavy boxes and access high shelves.
• Work may involve outdoor activities, climbing ladders, and working nights, weekends, or early mornings.

Applicants must meet all legal requirements to work in the U.S. and be able to perform essential functions with or without accommodations.

At Michaels, our purpose is to fuel the joy of creativity. We operate over 1,300 stores across North America and online. We are committed to diversity, inclusion, and providing a supportive environment for our team members.

Our benefits include health insurance, paid time off, tuition assistance, employee discounts, and more. For details, visit mikbenefits.com.

Michaels is an Equal Opportunity Employer. We ensure reasonable accommodations for individuals with disabilities. Contact Customer Care at 1-800-642-4235 for assistance.