Job Description

Join our team as a Customer Service Leader and help deliver a customer-centric shopping experience! In this role, you will be responsible for leading Front End operations and creating an inviting atmosphere for our customers. You will manage omnichannel processes and ensure store recovery standards are met to uphold our Brand Promises.

• Assist the Store Manager in adhering to Standard Operating Procedures (SOPs) and ensuring compliance with laws, company programs, policies, and standards.
• Monitor Front End policies and procedures, achieving Key Performance Indicators (KPIs) and guiding your team to reach their targets.
• Plan and execute store events and classes in line with Company programs.
• Lead omnichannel processes to enhance customer experiences.
• Implement shrink and safety programs effectively.
• Support cash reconciliation and bank deposits.
• Participate in inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities as needed.
• Assist with onboarding and training new team members to ensure a strong understanding of the role.
• Coach and manage the customer experience team on sales floor and cashier operations, promoting talent development and self-improvement among team members.
• Act as Manager on Duty (MOD) to oversee store operations.
• Foster a positive environment by interacting respectfully with customers and co-workers, even in challenging situations.
• Provide exceptional customer service by acknowledging customers and assisting them in locating products and finding solutions.
• Participate in unloading and stocking processes to maintain truck standards within budget.
• Cross-train in Custom Framing selling and production as required.
• In select stores without a Framing Manager, plan and manage the delivery of high-quality custom framing solutions.

Other duties as assigned

Preferred Knowledge/Skills/Abilities

• Retail management experience is preferred.

Physical Requirements

• Ability to stand for extended periods.
• Capability to move throughout the store as needed.
• Regular bending, lifting, carrying, reaching, and stretching required.
• Lifting heavy boxes and accessing high shelves using a ladder or similar equipment.
• If assistance is needed for essential functions of the job, please inform your supervisor to discuss reasonable accommodations.

Work Environment

• Public retail store setting focused on customer care; most areas are climate-controlled, but some stockrooms may not be.
• Some outdoor work may be assigned, such as retrieving shopping carts or unloading trucks.
• Frame shop equipped with a glass cutter and heat press; work hours will include nights, weekends, and early mornings as needed.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity. We are the leading creative destination in North America, with over 1,300 stores in 49 states and Canada. We offer a wide range of benefits for both full-time and part-time team members, including health insurance, paid time off, tuition assistance, and generous employee discounts. For more information, please visit our corporate website.

Michaels is an Equal Opportunity Employer. We are dedicated to creating an inclusive environment for all team members and customers to innovate and be better together.

Michaels is committed to accommodating qualified individuals with disabilities. If you require a reasonable accommodation to participate fully in the job application or interview process or to perform essential job functions, please reach out to Customer Care.

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