Customer experience manager

Store Location

HSTN-SPRING, TX

Deliver a customer‑centric shopping experience by managing and executing effective front‑end operations and expectations. Lead omnichannel processes and maintain store recovery standards to deliver our Brand Promises. Provide friendly customer service.

• Assist Store Manager in enforcing Standard Operating Procedures (SOPs) and Company programs to ensure compliance with laws and requirements; enact Company policies, hold accountable store conditions and results.
• Ensure all front‑end policies and procedures are followed; achieve KPIs and manage your team to meet their role KPIs.
• Plan and lead the 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 of your team; utilize leadership competencies for continual self‑development.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting, respectful manner; remain positive even in difficult situations; promote commitment to the 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, ensuring 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 only, lead the delivery of high‑quality custom framing solutions to customers on time by planning and managing framing workload in partnership with the Store Manager.

• 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 to determine if a reasonable accommodation is available.
• Public retail store setting: restaurants are climate controlled; some stock rooms may not be; some outdoor work may be required for cart retrieval or truck unloading. Frame shop contains glass cutter and heat press. Work hours include nights, weekends and early mornings.

• 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 to determine if a reasonable accommodation is available.
• Public retail store setting: restaurants are climate controlled; some stock rooms may not be; some outdoor work may be required for cart retrieval or truck unloading. 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.

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, or to receive all other benefits and privileges of employment, please contact Customer Care at (1800-MICHAEL).

EEOC Know Your Rights Poster in English, Spanish, and screen‑reader optimized version distributed on the premises. Federal FMLA Poster and Federal EPPAC Poster displayed.