Customer Experience Manager

Store - Otsego, MN

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 Brand Promises. Deliver friendly customer service.

• 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 KPIs and manage team to achieve 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 to include Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Assist with onboarding of new Team Members.
• Train, observe, and coach 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 organization’s vision and values; project a positive image; and serve as a role model.
• Acknowledge customers, help 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 select stores that do not have a Framing Manager, additional responsibilities include leading delivery of high‑quality custom framing solutions to customers on time by planning and managing framing workload in partnership with Store Manager.

• Preferred:
  Retail management experience.
• Physical:
  Ability to remain standing for long periods; move throughout store; bending, lifting, carrying, reaching, stretching; lift heavy boxes and access high shelves by ladder or similar equipment; occasional outdoor work retrieving shopping carts or unloading trucks; work may include nights, weekends, and early mornings.
• Legal:
  Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

$14.00 – $17.20 per hour.

Michaels is an Equal Opportunity Employer. We are committed to the full inclusion of all qualified individuals. A reasonable accommodation process is in place to support people with disabilities. Adjustments are provided for essential functions of the job whenever feasible.