Customer Experience Leader

3 weeks ago


Hurst, Texas, United States Michaels Stores Full time
About the Role

This Store Operations Manager position is an exciting opportunity to join our team and take on a challenging role that requires strong leadership skills and retail experience. As a key member of our front-end operations team, you will be responsible for delivering exceptional customer experiences and maintaining high standards for store recovery.

Key Responsibilities
  1. Execute Standard Operating Procedures (SOPs) and Company programs to ensure compliance with applicable laws and requirements.
  2. Ensure all front-end policies and procedures are followed, achieving key performance indicators (KPIs) and managing teams to meet their role KPIs.
  3. Plan and lead the execution of class and in-store events according to Company programs.
  4. Lead omnichannel processes.
  5. Manage and execute shrink and safety programs.
  6. Assist with cash reconciliation and bank deposits.
  7. Support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
  8. Assist with new Team Member onboarding.
  9. Train, observe, and coach the customer experience team to achieve results, participate in performance management, and support Talent Development.
  10. Serve as Manager on Duty (MOD).
  11. Maintain a positive attitude and respectful demeanor, promoting commitment to the organization's vision and values.
  12. Interact with customers, helping locate products and providing solutions.
  13. Participate in truck unloading and stocking processes to ensure truck standards are met within budget.
  14. Manage and execute shrink and safety programs.
  15. Cross-train in Custom Framing sales and production.
  16. In select stores without a Framing Manager, lead custom framing solution delivery by planning and managing framing workload in partnership with the Store Manager.
What We Offer

We offer a competitive salary range of $55,000 - $65,000 per year, along with opportunities for career growth and development.

This is a physically demanding role that requires standing for extended periods, moving throughout the store, and lifting heavy boxes and accessing high shelves by ladder or similar equipment.

Work environments include public retail stores with climate-controlled areas and some outdoor work. Frame shops contain glass cutters and heat presses. Work hours include nights, weekends, and early mornings.

Applicants must satisfy federal, state, and local legal requirements.



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