Full Time Customer Experience Manager

Michaels Stores; Conroe (TX); On-site; USD 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Full Time Customer Experience Manager to enhance customer satisfaction and drive store performance. This role involves overseeing front-end operations, leading the customer experience team, and ensuring compliance with company standards. You'll be responsible for planning in-store events, managing omnichannel initiatives, and promoting a positive work environment. If you're passionate about retail and customer service, this opportunity offers a chance to make a significant impact in a dynamic retail setting.

Qualifications

• Experience in retail management and customer service.
• Strong leadership and performance management skills.

Responsibilities

• Assist Store Manager in compliance with policies and standards.
• Lead in-store events and manage team performance.

Skills

Retail Management

Customer Service

Team Leadership

Performance Management

Job description

Join to apply for the Full Time Customer Experience Manager 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 deliver friendly customer service.

Responsibilities include:

1. Assist Store Manager in ensuring compliance with SOPs, company policies, and standards; hold team accountable for store conditions and results.
2. Ensure all front-end policies and procedures are followed; achieve KPIs and manage team performance.
3. Plan and lead in-store events and activities.
4. Lead omnichannel initiatives.
5. Manage shrink and safety programs.
6. Assist with cash reconciliation, bank deposits, inventory processes, and onboarding new team members.
7. Train, coach, and support the customer experience team; participate in performance management and talent development.
8. Serve as Manager on Duty (MOD).
9. Promote a positive and respectful work environment; serve as a role model.
10. Acknowledge customers, assist with product location, and provide solutions.
11. Participate in truck unloading, stocking, and other store operations.
12. Cross-train in custom framing sales and production where applicable.

Preferred Knowledge/Skills/Abilities:

• Retail management experience preferred.

Physical Requirements & Work Environment:

• Ability to stand for long periods, move throughout the store, lift heavy boxes, and work in various store areas, including outdoor and climate-controlled environments.

Applicants in the U.S. must meet legal requirements. Michaels is committed to diversity, inclusion, and providing reasonable accommodations for individuals with disabilities.