Customer Experience Manager Full Time

Store Location

BOS-WESTWOOD, MA

Job Overview 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 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 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; utilize the leadership competencies for continued self‑development 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; project a positive image; and serve 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 Preferred Experience 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 Work Environment If you need help performing these essential functions, please contact your supervisor so we can engage in the interactive process with you to determine if a reasonable accommodation is available. 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. Compensation Total Base Pay Range: $16.00 - $22.20 EEOC Statements 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, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL). EEOC Know Your Rights Poster in English EEOC Know Your Rights Poster in Spanish EEOC Poster Optimized for Screen Readers Federal FMLA Poster Federal EPPAC Poster #J-18808-Ljbffr Michaels Stores