Full Time Customer Experience Manager

Michaels Stores; Indianapolis (IN); On-site; USD 50,000 - 70,000; Full time

Job summary

Michaels Stores is seeking a Full Time Customer Experience Manager for their Indianapolis location. This role involves delivering exceptional customer service, managing front-end operations, and leading a team to meet performance goals. The ideal candidate will have retail management experience and a commitment to fostering a positive shopping environment.

Benefits

Health Insurance

Paid Time Off

Tuition Assistance

Employee Discounts

Qualifications

• Retail management experience preferred.
• Ability to stand for long periods and lift heavy items.

Responsibilities

• Manage front-end operations and customer experience.
• Ensure compliance with SOPs and manage team performance.
• Plan and execute in-store events.

Skills

Customer Service

Team Leadership

Retail Management

Problem Solving

Job description

Join to apply for the Full Time Customer Experience Manager role at Michaels Stores.

Store - INDY-TRADERS POINTE, IN

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.

1. Assist Store Manager in ensuring compliance with Standard Operating Procedures (SOPs), company policies, and legal requirements; hold team members accountable for store conditions and results.
2. Ensure all front-end policies are followed, achieve KPIs, and manage team performance.
3. Plan and execute in-store events according to company programs.
4. Lead omnichannel processes and manage shrink and safety programs.
5. Assist with cash reconciliation, bank deposits, and inventory processes including RTV and ASN activities.
6. Support onboarding, training, coaching, and performance management of team members.
7. Serve as Manager on Duty (MOD).
8. Promote a respectful, positive environment; model organizational values and commitment.
9. Assist customers, help locate products, and provide solutions.
10. Participate in truck unloading, stocking, and managing high-quality custom framing services 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 items, and perform physical tasks.
• Work includes nights, weekends, and early mornings in a climate-controlled retail setting, with some outdoor work and handling of glass and heat press equipment.

Additional Information

Applicants must meet legal requirements. Michaels is committed to inclusion and providing reasonable accommodations. For assistance, contact Customer Care at 1-800-642-4235.

Company Overview

Michaels is North America's leading arts and crafts retailer with over 1,300 stores. We prioritize team wellbeing with comprehensive benefits, including health insurance, paid time off, tuition assistance, and discounts.