Full Time Customer Experience Manager

Michaels•Keller, TX

5d•Onsite

About The Position

The Customer Experience Manager leads and champions a high-performing selling culture across the store, driving sales results and an engaging customer experience. The role oversees front-end and service operations, ensuring consistent execution of selling behaviors, brand standards, and operational expectations. The manager supports key sales and service KPIs through effective leadership, customer-focused coaching, and efficient daily execution. The position assists the Store Manager with SOP and company-program compliance, upholds company policies and standards, and provides Manager-on-Duty coverage. It oversees customer-facing services and programs including POS and Self-Checkout, balloons and birthday parties, Loyalty Rewards, MCC/Extend services in the U.S., Knit & Sew and Cut Bar, BOPIS and Same Day Delivery, and Custom Framing in select locations. The manager trains and develops team members and partners in asset protection practices. The work takes place in a retail store and involves frequent customer interactions in a fast-paced environment. Work hours include nights, weekends, and early mornings. The role requires standing for extended periods, moving throughout the store, bending, lifting, carrying, reaching, stretching, climbing ladders or step stools, and repetitive tasks. The position may require lifting, carrying, pushing, or pulling merchandise and fixtures weighing up to 25–50 pounds, with or without reasonable accommodation.

Requirements

At least 3 years of retail leadership experience.
Ability to remain standing for long periods and move throughout the store.
Ability to bend, lift, carry, reach, and stretch regularly.
Ability to lift, carry, push, and pull merchandise and fixtures weighing up to 25–50 pounds, with or without reasonable accommodation.
Ability to climb ladders or step stools to stock and retrieve products.
Ability to perform repetitive motions, including scanning items, stocking shelves, and operating POS equipment.
Ability to work in a fast-paced environment with frequent customer interactions.
Ability to work nights, weekends, and early mornings.
U.S. applicants must satisfy federal, state, and local legal requirements of the job.

Responsibilities

Assist the Store Manager in leading adherence to Standard Operating Procedures and company programs, ensuring compliance with applicable laws and requirements.
Ensure execution of company policies and standards, holding the team accountable for store conditions and results.
Model and coach customer experience and ART of Selling behaviors to drive conversion and customer satisfaction.
Provide Manager-on-Duty coverage, maintaining floor leadership, service standards, and operational continuity.
Ensure accurate and efficient use of POS and Self-Checkout systems.
Oversee balloon sales, birthday party operations, and other in-store programs and events.
Promote and enroll customers in the Loyalty Rewards Program.
Champion MCC/Extend services in the U.S., supporting team awareness and customer adoption of protection plans and offerings.
Drive sales and operational excellence in the Knit & Sew Shop, including oversight of the Cut Bar experience.
Ensure efficient execution of BOPIS and Same Day Delivery order fulfillment.
Support Custom Framing operations, including customer consultations and coordination with the frame shop in select volume frame shops.
Train, coach, and develop team members through onboarding and ongoing skill-building across assigned departments.
Partner in maintaining asset protection practices to reduce shrink through awareness, compliance, and safe operations.
Perform other duties as assigned.