Customer Experience Manager

Store – Otsego, MN

Deliver a customer‑centric shopping experience by managing front‑end operations and expectations, leading omnichannel processes, maintaining store recovery standards, and ensuring compliance with SOPs, company policies, and legal requirements.

• Manage and deliver effective front‑end operations.
• Lead omnichannel processes and maintain store recovery standards to meet Brand Promises.
• Ensure all front‑end policies and procedures are followed and achieve KPIs, while managing the team to meet their role KPIs.
• Plan and lead the execution of in‑store events in accordance with company programs.
• 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 onboarding new team members.
• Train, observe, and coach the customer‑experience team (sales floor and cashier) to achieve results, participate in performance management, and support talent development.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner, remaining positive and promoting the organization’s vision and values.
• Help customers locate products and provide solutions.
• Participate in truck unloading and stocking processes to ensure standards are followed and completed within budget.
• Cross‑train in custom framing selling and production.
• In stores without a Framing Manager, lead the delivery of high‑quality custom framing solutions, planning and managing the framing workload in partnership with the Store Manager.
• Perform other duties as assigned.

• Preferred experience:
  
  Retail management.
• Physical requirements:
  
  ability to remain standing for long periods, move throughout the store, bend, lift, carry, reach, and stretch; lift heavy boxes and access high shelves by ladder or similar equipment.

• Health, dental, and vision insurance.
• Paid time off.
• Tuition assistance.
• Generous employee discounts.

Michaels is an Equal Opportunity Employer. We are committed to the inclusion of all qualified individuals and provide reasonable accommodations for employees with disabilities. If a reasonable accommodation is required to fully participate in the job application, interview, or employment process, contact Customer Care at 1‑800‑642‑4235.