Customer Experience Manager

Michaels Stores • Rock Hill, SC

322d

About The Position

The position involves delivering a customer-centric shopping experience by managing and delivering effective front-end operations and expectations. The role includes leading omnichannel processes, maintaining store recovery standards, and ensuring friendly customer service. The individual will assist the Store Manager in leading adherence to Standard Operating Procedures (SOPs) and Company programs, ensuring compliance with applicable laws and requirements, and holding the team accountable for store conditions and results. Responsibilities also include planning and leading in-store events, managing shrink and safety programs, assisting with cash reconciliation, and onboarding new team members. The role requires training and coaching the customer experience team and serving as Manager on Duty (MOD).

Requirements

• Retail management experience preferred.

Responsibilities

• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (SOPs) and Company programs.
• Ensure all front end policies and procedures are followed; achieve KPIs and manage 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 including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.
• Assist with the onboarding of new Team Members.
• Train, observe, and coach the customer experience team to achieve results.
• Serve as Manager on Duty (MOD).
• Interact with others in an accepting and respectful manner; 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.
• Cross train in Custom Framing selling and production.
• Lead the delivery of high-quality custom framing solutions in select stores without a Framing Manager.

Benefits

• Health insurance (medical, dental, and vision)
• Paid time off
• Tuition assistance
• Generous employee discounts

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers
• Number of Employees: 5,001-10,000 employees