Customer experience manager

Responsibilities

• Assist Store Manager in leading and ensuring adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with laws and company policies.
• Ensure all front‑end policies and procedures are followed and achieve KPIs; manage your team to meet role KPIs.
• Plan and lead execution of class and in‑store events in accordance with Company programs.
• Lead 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 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, promoting commitment to the organization’s vision and values.
• Acknowledge customers, help locate products, and provide solutions.
• Participate in truck unloading and stocking processes to meet standards and budget.
• Cross‑train in Custom Framing selling and production.
• In stores without a Framing Manager, lead delivery of high‑quality custom framing solutions, managing framing workload in partnership with the Store Manager.

• Other duties as assigned.

• Retail management experience preferred.

• 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.
• Reasonable accommodation available for essential functions.

• Public retail store setting with climate‑controlled and non‑environment controlled areas; possible outdoor work retrieving shopping carts or unloading trucks.
• Frame shop includes glass cutter and heat press; work may involve nights, weekends, and early mornings.

Michaels is 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. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. 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 at 1‑800‑642‑4235 (1800‑MICHAEL).