Customer Experience Manager FT

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. Responsibilities include: 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 all front-end policies and procedures are followed; achieve your KPIs and manage your 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 the onboarding of new Team Members Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in the performance management process; support Talent Development of your team 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 the organization’s vision and values Acknowledge customers, help locate products, and provide solutions Participate in the truck unloading and stocking processes to ensure truck standards are followed and completed within budget Cross-train in Custom Framing selling and production Preferred Knowledge/Skills/Abilities: Retail management experience preferred Physical Requirements: 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 Work Environment: 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 At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. As the leading creative destination in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. 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.

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