Head of Client Experience

Store - BALT-ANNAPOLIS, MD

Deliver a customer centric shopping experience by managing and delivering effective front-end operations and expectations. Maintain store recovery standards to deliver our Brand Promises. Deliver friendly customer service.

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 them accountable for store conditions and results

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

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

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; Serve as Manager on Duty (MOD)

projects a positive image; and serves 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

In select stores that do not have a Framing Manager only, responsibilities also include : leading the delivery of high-quality custom framing solutions to our customers on time by planning and managing the completion of the framing workload in partnership with the Store Manager

Retail management experience preferred

Ability to move throughout the store

Lifting heavy boxes and accessing high shelves by ladder or similar equipment

If you need help performing these essential functions of the job, please contact your supervisor so that we may engage in the interactive process with you to determine if a reasonable accommodation is available.

~ Public retail store setting taking care of our customers; some stock rooms may not be climate controlled; some outdoor work if assigned to retrieve shopping carts or while unloading trucks; Frame shop contains glass cutter and heat press; work hours include nights, weekends and early mornings

S. must satisfy federal, state, and local legal requirements of the job.

At The Michaels Companies Inc., As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and  Michaels.ca . The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. At Michaels, we prioritize the wellbeing of our teams by providing robust benefits for both full-time and part-time Team Members. Our benefits include health insurance (medical, dental, and vision), paid time off, tuition assistance, generous employee discounts, and much more. 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 the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and / or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).