Customer Experience Director

6 days ago


Clearwater, Florida, United States Michaels Stores Full time
About Michaels Stores

At Michaels, we are dedicated to being the leading creative destination in North America. With over 1,300 stores across 49 states and Canada, we operate a vast retail network that caters to the diverse needs of our customers.

Job Overview

We are seeking a highly skilled Customer Experience Director to lead our store operations in Tampa-Clearwater, FL. As a key member of our team, you will be responsible for delivering exceptional customer service, managing front-end operations, and maintaining high standards of store recovery.

Responsibilities
  • Assist Store Manager in leading adherence to Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements.
  • 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, including 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.
  • Manage and execute the shrink and safety programs.
  • Cross-train in Custom Framing selling and production.
Preferred Qualifications
  • Retail management experience preferred.
Work Environment

The work environment is a public retail store setting, taking care of our customers. All public areas are climate-controlled, and some stock rooms may not be climate-controlled. Some outdoor work is assigned to retrieve shopping carts or while unloading trucks. The Frame shop contains glass cutters and heat presses. Work hours include nights, weekends, and early mornings.

Benefits

We offer robust benefits for both full-time and part-time Team Members, including health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more.

Salary

We estimate the salary for this position to be around $65,000 - $80,000 per year, based on industry standards and location.



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