Nights and Weekends Customer Experience Manager ( Must have 3 years management experience)

Michaels Stores•Fort Worth, TX

1d•Onsite

About The Position

The Michaels Companies Inc. is seeking a Customer Experience Manager for a Nights and Weekends position at their DFW-FT WORTH/MONTGOMERY PLAZA, TX store. This role is critical for delivering a customer-centric shopping experience by effectively managing front-end operations and expectations. The manager will lead omnichannel processes, ensure store recovery standards are met, and provide excellent customer service. Key responsibilities include assisting the Store Manager in ensuring adherence to Standard Operating Procedures (SOPs) and company programs, maintaining compliance with legal requirements, and executing company policies. The position requires achieving personal Key Performance Indicators (KPIs) and managing the team to achieve theirs, planning and executing in-store events, and overseeing shrink and safety programs. Additionally, the Customer Experience Manager will assist with cash reconciliation, bank deposits, and inventory processes such as Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities. The role involves significant team leadership, including assisting with the onboarding of new Team Members, training, observing, and coaching the customer experience team (sales floor and cashiers), participating in performance management, and supporting talent development. The manager is expected to utilize leadership competencies for self-development and serve as the Manager on Duty (MOD). The role also involves interacting with customers, assisting with product location, providing solutions, participating in truck unloading and stocking, and cross-training in Custom Framing. For stores without a dedicated Framing Manager, this position will also lead the delivery of high-quality custom framing solutions in partnership with the Store Manager. The company emphasizes a positive and respectful work environment, promoting commitment to its vision and values, and serving as a role model for others.

Requirements

Must be available by 4 pm
3 years of previous management experience
Minimum of 5 years of working experience
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
Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job

Nice To Haves

Retail management experience preferred

Responsibilities

Manage and deliver effective front-end operations and expectations
Lead the omnichannel processes
Maintain store recovery standards to deliver our Brand Promises
Deliver friendly customer service
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 execution of Company policies and standards
Hold them accountable for store conditions and results
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
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
Utilize the leadership competencies for continued self-development
Serve as Manager on Duty (MOD)
Interacts with others in an accepting and respectful manner
Remains positive and respectful, even in difficult situations
Promotes commitment to the organization’s vision and values
Projects a positive image
Serves as a role model for others
Acknowledge customers, help locate the product 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
In select stores that do not have a Framing Manager only, responsibilities also include: 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