Custtomer Experience Manager

Store - North Miami, FL 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 team members accountable for store conditions and results. Ensure all front‑end policies and procedures are followed; achieve KPIs and manage team to reach 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 onboarding 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 leadership competencies for continuous 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 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, responsibilities also include leading the delivery of high‑quality custom framing solutions to customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager. Preferred Knowledge/Skills/Abilities Retail management experience preferred. Other Duties as Assigned Other duties may be assigned as needed. Physical Requirements Ability to remain standing for long periods. 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. Public retail store setting involving climate‑controlled areas; some stock rooms may not be climate‑controlled; occasional outdoor work retrieving shopping carts or unloading trucks; frame shop contains glass cutter and heat press; work hours include nights, weekends, and early mornings. Work Environment Work in a public retail store setting with climate control, occasional outdoor tasks, handling of glass cutters and heat presses in the frame shop, and shift coverage that may include nights, weekends, and early mornings. Benefits Benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and more. Equal Employment Opportunity 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; reasonable accommodations will be provided for people with disabilities as required. Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job. #J-18808-Ljbffr Michaels Stores