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Customer Experience Manager

2 months ago

San Francisco, California, United States Michaels Full time
Job Summary

We are seeking a highly skilled Customer Experience Manager to join our team at Michaels. As a key member of our store operations team, you will be responsible for delivering exceptional customer experiences, leading front-end operations, and driving store recovery standards.

Key Responsibilities
  • Lead and manage 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, and achieve key performance indicators (KPIs) and manage team performance.
  • Plan and execute class and in-store events in accordance with Company programs.
  • Lead omnichannel processes and manage shrink and safety programs.
  • Assist with cash reconciliation, bank deposits, inventory processes, and team member onboarding.
  • Train, observe, and coach the customer experience team to achieve results and support talent development.
  • Serve as Manager on Duty (MOD) and interact with customers in a positive and respectful manner.
Requirements
  • Retail management experience preferred.
  • Ability to remain standing for long periods, move throughout the store, and perform regular bending, lifting, carrying, reaching, and stretching.
  • Lifting heavy boxes and accessing high shelves by ladder or similar equipment.
About Michaels

Michaels is a leading creative destination in North America, operating over 1,290 stores in 49 states and Canada. We are committed to inspiring our customers, cultivating confident leaders, and serving our communities by fostering an inclusive environment for everyone to learn, shop, and create.

We are an Equal Opportunity Employer and are committed to the full inclusion of all qualified individuals. If you require a reasonable accommodation to fully participate in the job application or interview process, please contact Customer Care at MICHAEL.