PT Customer Exp Mgr

Responsibilities

• Deliver a customer‑centric shopping experience by managing front‑end operations and expectations.
• Lead omnichannel processes and maintain store recovery standards to uphold brand promises.
• Deliver friendly customer service and assist the Store Manager in ensuring adherence to SOPs, company programs, and regulatory compliance.
• Ensure all front‑end policies and procedures are followed and achieve KPI targets both personally and for the team.
• Plan and execute class and in‑store events in line with company programs.
• Manage and execute shrink and safety programs.
• Assist with cash reconciliation, bank deposits, and inventory processes including RTV and ASN activities.
• Assist with onboarding new team members, train, observe, and coach the sales floor and cashier teams to meet performance goals.
• Participate in the performance‑management process and support talent development using leadership competencies.
• Serve as Manager on Duty (MOD) and model respectful, positive behavior aligned with the company vision and values.
• Help customers locate products and provide solutions.
• Participate in truck unloading and stocking processes, ensuring truck standards are met and completed on schedule.
• 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 framing workload with the Store Manager.

• Retail management experience.
• Strong leadership and coaching skills.
• Ability to manage multiple operational tasks simultaneously.
• Knowledge of omnichannel retail processes.

• Applicants in the U.S. must satisfy federal, state, and local legal requirements.
• Ability to remain standing for long periods, move throughout the store, bend, lift, carry, reach, and stretch, and lift heavy boxes using ladders or similar equipment.
• Proficiency with cash reconciliation, bank deposits, inventory processes, and framing production.

Ability to remain standing for long periods of time; move throughout the store; regular bending, lifting, carrying, reaching, and stretching; lift heavy boxes; and access high shelves by ladder or similar equipment.

Public retail store setting with climate‑controlled public areas; some stock rooms may not be climate‑controlled. Some outdoor work may be assigned (e.g., retrieving shopping carts or unloading trucks). The frame shop contains a glass cutter and heat press.

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).

If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.