FT Retail Customer Experience Manager

Michaels Stores; Tucson (AZ); On-site; USD 45,000 - 65,000; Full time

Job summary

A leading retail company is seeking a Store Manager to oversee front-end operations in Tucson, Arizona. The role involves leading omnichannel processes, managing team performance, and ensuring compliance with operational policies. Candidates should have retail management experience and be passionate about delivering excellent customer service. The position requires strong leadership skills, with a focus on team training and customer engagement. Applicants must meet federal and state job requirements, including physical demands of retail work.

Qualifications

• Preferred retail management experience.
• Ability to manage and train team members.

Responsibilities

• Assist Store Manager with operations and compliance.
• Ensure front-end policies and KPIs are met.
• Lead execution of in-store events and omnichannel processes.
• Manage shrink and safety programs.
• Train customer-experience team members.

Skills

Retail management experience

Customer service

Leadership

Omnichannel processes

Job description

Store – TUCSON-ORACLE, AZ. Deliver a customer centric shopping experience by managing front‑end operations and expectations, leading omnichannel processes, maintaining store recovery standards, and delivering friendly customer service.

Responsibilities

• Assist Store Manager in enforcing Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws.
• Ensure front‑end policies and procedures are followed; achieve KPIs and manage team to meet their KPIs.
• Plan and lead execution of class and in‑store events in accordance with Company programs.
• Lead omnichannel processes.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Assist with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Assist with onboarding of new Team Members.
• Train, observe, and coach customer‑experience team (sales floor and cashier) to achieve results and participate in performance management.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner, promoting commitment to the organization’s vision and values.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes, ensuring standards and budget compliance.
• Cross‑train in Custom Framing selling and production (if applicable).
• In select stores that lack a Framing Manager, lead the delivery of high‑quality custom framing solutions by planning and managing the workload in partnership with the Store Manager.

Preferred Knowledge/Skills/Abilities

Preferred retail management experience.

Other Duties as Assigned

Other duties may be assigned as needed.

Preferred Type of Experience

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.
• Contact supervisor for possible accommodations if needed.
• Public retail store setting, with some areas climate controlled. Frame shop contains glass cutter and heat press. Some outdoor work may occur and hours may include nights, weekends, and early mornings.

Work Environment

Public retail store setting, with some areas climate controlled.

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

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

Michaels is committed to full inclusion of all qualified individuals. Reasonable accommodation may be provided; contact Customer Care at 1‑800‑642‑4235 (1800‑MICHAEL) if needed.