Retail Customer Experience Manager

Store - Shiloh, IL

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 our Brand Promises. Deliver friendly customer service.

• Assisting the Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements; ensuring execution of Company policies and standards; holding them accountable for store conditions and results.
• Ensuring all front end policies and procedures are followed; achieving your KPIs and managing your team to reach their role KPIs.
• Planning and leading the execution of class and in‑store events in accordance with Company programs.
• Leading omnichannel processes.
• Managing and executing shrink and safety programs.
• Assisting with cash reconciliation and bank deposits.
• Assisting with inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Assisting with onboarding of new Team Members.
• Training, observing, and coaching the customer experience team (sales floor and cashier) to achieve results; participating in the performance management process; supporting Talent Development of your team; utilizing leadership competencies for continued self‑development.
• Serving as Manager on Duty (MOD).
• Interacting with others in an accepting and respectful manner; remaining positive even in difficult situations; promoting commitment to the organization’s vision and values; projecting a positive image; and serving as a role model for others.
• Acknowledging customers, helping locate the product and providing solutions.
• Participating in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget.
• Cross training in Custom Framing selling and production.
• In select stores that do not have a Framing Manager only, leading the delivery of high‑quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager.

Other duties as assigned.

Preferred Knowledge/Skills/Abilities.

• 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.
• 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.

• Public retail store setting taking care of our customers; all public areas are climate controlled; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks;
  Frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings.

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

Total Base Pay Range for this Position: $16.00 - $22.20

At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full‑time and part‑time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more.

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).