Full Time Customer Experience Manager

Michaels Stores; White Marsh (MD); 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 the shopping experience. This role involves managing front-end operations, leading a dedicated team, and ensuring customer satisfaction through effective service and store standards. The ideal candidate will have a passion for retail management, a knack for training and developing team members, and a commitment to creating a welcoming atmosphere for customers. Join a dynamic team where your contributions will make a significant impact on store success and customer loyalty.

Qualifications

• Experience in retail management and customer service is preferred.
• Ability to train and support team performance.

Responsibilities

• Manage front-end operations and customer service expectations.
• Assist Store Manager with SOP adherence and team KPIs.
• Plan in-store events and lead omnichannel initiatives.

Skills

Retail Management

Customer Service

Team Leadership

Education

High School Diploma

Bachelor's Degree (preferred)

Job description

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

Store - BALT-WHITEMARSH, MD

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 adherence to SOPs and company policies, ensuring legal compliance and store standards.
2. Follow all front-end policies and procedures; manage team KPIs effectively.
3. Plan and execute in-store events aligned with company programs.
4. Lead omnichannel initiatives.
5. Manage shrinkage and safety programs.
6. Assist with cash handling, inventory, and onboarding of new team members.
7. Train, coach, and support team performance and development.
8. Serve as Manager on Duty (MOD).
9. Interact positively with customers, assist with locating products, and provide solutions.
10. Participate in truck unloading, stocking, and cross-training in custom framing.
11. In some stores, lead delivery of custom framing solutions, planning workload in partnership with the Store Manager.

Preferred Skills and Experience:

• Retail management experience preferred.

Physical Requirements and Work Environment:

• Ability to stand for long periods, move throughout the store, and perform physical tasks like lifting and reaching.
• Work involves outdoor activities and handling potentially heavy or fragile items, with some work hours including nights, weekends, and early mornings.

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