Full Time Customer Experience Manager

Michaels Stores; Katy (TX); On-site; USD 45,000 - 60,000; Full time

Benefits offered by this job

Health insurance (medical, dental and vision)

Paid time off

Tuition assistance

Generous employee discounts

Job summary

Michaels Stores is hiring for a position in Katy, Texas, focused on delivering a customer-centric shopping experience by managing front-end operations effectively. Key responsibilities include assisting the Store Manager, leading omnichannel processes, and ensuring compliance with standard operating procedures.

The role requires retail management experience, with a strong emphasis on customer service and team development. Benefits include health insurance, paid time off, and generous employee discounts.

Qualifications

• Retail management experience preferred.

Responsibilities

• Assist Store Manager in leading adherence to SOPs and Company programs.
• Ensure all front‑end policies and procedures are followed.
• Plan and lead the execution of class and in‑store events.
• Lead the omnichannel processes.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation and bank deposits.
• Assist with inventory processes.
• Assist with onboarding new Team Members.
• Train and coach the customer experience team.
• Serve as Manager on Duty.
• Interact positively with customers and team members.

Job description

Store - HSTN-KATY/NORTH, TX

Deliver a customer centric shopping experience by managing and delivering effective front‑end operations and expectations. Lead the omnichannel processes. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service.

Responsibilities

• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements; ensure execution of Company policies and standards; hold them accountable for store conditions and results
• Ensure all front‑end policies and procedures are followed; achieve your KPIs and manage your team to meet their role KPIs
• Plan and lead the execution of class and in‑store events in accordance with Company programs
• Lead the 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
• Assist with the onboarding of new Team Members
• Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in performance management; support Talent Development; utilize leadership competencies for continued self‑development
• Serve as Manager on Duty (MOD)
• Interact with others in an accepting and respectful manner; remain positive and respectful, even in difficult situations; promote commitment to the organization’s vision and values; project a positive image; and serve as a role‑model for others
• Acknowledge customers, help locate the product and provide solutions
• Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget
• Cross‑train in Custom Framing selling and production
• When a store does not have a Framing Manager, lead the delivery of high‑quality custom framing solutions to customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager

Qualifications

• 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
• Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends and early mornings
• If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available

Benefits

• Health insurance (medical, dental and vision)
• Paid time off
• Tuition assistance
• Generous employee discounts
• And much more

Equal Opportunity Employer

We are an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together. Michaels is committed to the full inclusion of all qualified individuals. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care.