Store Leader: Omnichannel Ops & Customer Experience

Michaels; Miami (FL); On-site; USD 42,000 - 65,000; Full time

Benefits offered by this job

401k match

EAP

Medical, dental & vision

Telemedicine

FSAs

Commuter benefits

Tuition assistance

Adoption assistance

Voluntary insurance

Employee discounts

Partner discounts

Job summary

Michaels is seeking a store leadership professional to assist the Store Manager in driving a top-tier customer experience and ensuring SOP and policy adherence across all departments. You will lead multiple initiatives, from Balloons events to Knit & Sew operations, while promoting loyalty programs and protecting assets.

You will oversee POS operations, oversee omni-channel services like BOPIS and Same Day Delivery, and coach team members through structured onboarding.

Qualifications

• 3+ years retail leadership experience.
• Ability to manage store operations and SOP adherence.
• Strong customer experience and ART of Selling behaviors.
• Ability to train and coach team members.
• Strong POS and checkout support skills.

Responsibilities

• Assist Store Manager in leading and managing adherence to SOPs and Company programs.
• Ensure execution of Company policies and standards; hold team accountable for store conditions and results.
• Model and coach Customer Experience and ART of Selling behaviors, driving conversion and customer satisfaction.
• Provide Manager-on-Duty (MOD) coverage, maintaining floor leadership, service standards, and operational continuity.
• Ensure accurate and efficient use of POS and Self-Checkout systems, supporting smooth transactions and customer support.
• Oversee Balloons business, birthday party operations, and other in-store programs and events
• Promote and enroll customers in the Loyalty Rewards Program, driving retention and repeat visits through consistent execution.
• Champion MCC/Extend services (US only), ensuring team awareness and customer adoption of protection plans and offerings.
• Drive sales and operational excellence in the Knit & Sew Shop, including expertise and oversight of the Cut Bar experience.
• Ensure efficient execution of BOPIS and Same Day Delivery, delivering timely order fulfillment and strong omni-channel service.
• Support Custom Framing operations, including customer consultations and coordination with the frame shop (in select volume frame shops).
• Train, coach, and develop team members through structured TM onboarding and ongoing skill-building across assigned departments.
• Partner in maintaining strong Asset Protection practices, reducing shrink through awareness, compliance, and safe operations.

Skills

Retail leadership

Customer experience

POS systems

Team coaching

Tools

POS & Self-Checkout

Job description

Michaels is seeking a store leadership professional to assist the Store Manager in driving a top-tier customer experience and ensuring SOP and policy adherence across all departments. You will lead multiple initiatives, from Balloons events to Knit & Sew operations, while promoting loyalty programs and protecting assets.

You will oversee POS operations, oversee omni-channel services like BOPIS and Same Day Delivery, and coach team members through structured onboarding.