Customer Experience Manager

Store - LA-BUENA PARK, CA Deliver a customer centric shopping experience by managing and delivering effective front‑end operations and expectations. Lead omnichannel processes. Maintain store recovery standards to fulfill 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 staff accountable for store conditions and results. Ensure all front‑end policies and procedures are followed; achieve KPIs and manage the team to meet role KPIs. Plan and lead the execution of in‑store events in accordance with Company programs. Lead 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 onboarding new Team Members. Train, observe, and coach the customer experience team (sales floor and cashier) to achieve results; participate in performance management; support talent development; utilize leadership competencies for continued self‑development. Serve as Manager on Duty (MOD). Interact with others in an accepting and respectful manner; remain positive in difficult situations; promote commitment to the organization’s vision and values; project a positive image; serve as a role model. Acknowledge customers, help locate the product, and provide solutions. Participate in truck unloading and stocking processes to ensure standards are followed and completed on time. Cross‑train in Custom Framing selling and production. In select stores, lead the delivery of high‑quality custom framing solutions by planning and managing the framing workload in partnership with the Store Manager. Qualifications & Skills Retail management experience preferred. Salary Base pay range: $17.75 – $23.10 per hour. Benefits Health insurance (medical, dental, vision), paid time off, tuition assistance, generous employee discounts, and more. EEO & Accommodation Statement Michaels is an Equal Opportunity Employer. We are here for all Team Members and customers to create, innovate and be better together. Michaels is committed to the full inclusion of all qualified individuals. People with disabilities are provided reasonable accommodations. If a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL). #J-18808-Ljbffr Michaels Stores