Michaels PT Customer Experience Manager
Michaels Stores, London, KY, United States
Store - London, KY
Deliver a customer‑centric shopping experience by managing front‑end operations and expectations. Lead omnichannel processes and maintain store recovery standards to deliver our brand promises, while providing friendly customer service.
Responsibilities
Assist Store Manager in leading adherence to SOPs and company programs to ensure compliance with applicable laws and requirements; ensure execution of company policies and standards, holding team accountable for store conditions and results.
Ensure all front‑end policies and procedures are followed; achieve KPIs and manage team to meet role KPIs.
Plan and lead 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 RTV and ASN activities as needed.
Assist with onboarding of 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 and utilize leadership competencies for 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; serve as a role model.
Acknowledge customers; help locate products and provide solutions.
Participate in truck unloading and stocking processes to ensure standards are followed and completed within budget.
Cross‑train in custom framing selling and production.
In stores without a separate Framing Manager, lead delivery of high‑quality custom framing solutions on time by planning and managing the completion of the framing workload in partnership with the Store Manager.
Preferred Experience and Qualifications
Retail management experience preferred.
Knowledge, skills, and abilities to support the role (customer service, leadership, organizational, etc.).
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.
Contact supervisor for accommodation of disabilities.
Public retail store setting; some outdoor work; inclusion of glass cutter and heat press.
Work hours include nights, weekends, and early mornings.
Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
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 full inclusion of all qualified individuals and will provide reasonable accommodations.
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Deliver a customer‑centric shopping experience by managing front‑end operations and expectations. Lead omnichannel processes and maintain store recovery standards to deliver our brand promises, while providing friendly customer service.
Responsibilities
Assist Store Manager in leading adherence to SOPs and company programs to ensure compliance with applicable laws and requirements; ensure execution of company policies and standards, holding team accountable for store conditions and results.
Ensure all front‑end policies and procedures are followed; achieve KPIs and manage team to meet role KPIs.
Plan and lead 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 RTV and ASN activities as needed.
Assist with onboarding of 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 and utilize leadership competencies for 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; serve as a role model.
Acknowledge customers; help locate products and provide solutions.
Participate in truck unloading and stocking processes to ensure standards are followed and completed within budget.
Cross‑train in custom framing selling and production.
In stores without a separate Framing Manager, lead delivery of high‑quality custom framing solutions on time by planning and managing the completion of the framing workload in partnership with the Store Manager.
Preferred Experience and Qualifications
Retail management experience preferred.
Knowledge, skills, and abilities to support the role (customer service, leadership, organizational, etc.).
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.
Contact supervisor for accommodation of disabilities.
Public retail store setting; some outdoor work; inclusion of glass cutter and heat press.
Work hours include nights, weekends, and early mornings.
Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.
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 full inclusion of all qualified individuals and will provide reasonable accommodations.
#J-18808-Ljbffr