Client Experience Specialist

Job Description:

Efficiently run front-end operations and meet customer expectations to provide a customer-focused shopping experience. Oversee omnichannel processes and maintain store recovery standards to deliver our Brand Promises. Offer friendly and responsive customer support.

• Provide support to the Store Manager in leading and supervising the adherence to Standard Operating Procedures (SOPs) and Company initiatives to ensure compliance with relevant laws and regulations. Ensure the implementation of Company policies and standards while holding the team accountable for the store's performance and overall condition
• Follow all front-end policies and procedures meticulously; meet your KPIs and support your team in reaching their role-based KPIs
• Manage and supervise the organization and implementation of events in the classroom and stores in adherence to Company programs
• Spearhead the omnichannel initiatives for a cohesive approach
• Lead the implementation and monitoring of shrink and safety initiatives within the organization
• Offer guidance in ensuring consistency between cash transactions and bank deposit entries
• Assist with inventory processes by managing Return to Vendor (RTV) operations and handling Advance Shipping Notice (ASN) tasks if needed
• Provide guidance and resources for new hires as they acclimate to their positions
• Train, oversee, and assist the customer service team (which includes sales floor and cashier workers) in achieving outcomes; participate in the appraisal process; promote the development of your team members; employ leadership qualities for ongoing self-improvement
• Act in the capacity of Manager on Duty (MOD) during shifts
• Interacts with others in a receptive and respectful way, maintaining a positive and courteous attitude, especially in challenging situations. Supports the organization's vision and values, projects a positive image, and sets the tone as a role model for others
• Extend a warm welcome, help customers find the product, and offer suggestions for resolution
• Participate in the truck unloading and stocking routines to secure adherence to truck criteria and completion within budget parameters
• Execute and monitor the shrink reduction and safety programs to uphold a protected and productive working environment
• Expand your abilities through cross-training in selling and producing Custom Framing services
• In stores that do not have a dedicated Framing Manager, responsibilities extend to managing the completion of custom framing projects efficiently in collaboration with the Store Manager to ensure customers receive high-quality solutions on time

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Requisite Experience for the Job:

• Candidates with a proven track record in managing retail settings are preferred

Physical Requirements

Work Environment

• Proficiency in remaining upright for long stretches
• Ease of movement while exploring the store
• Frequent flexing, lifting, transporting, extending, and reaching
• Lifting substantial containers and reaching tall storage areas utilizing a ladder or comparable device
• In the event that you require assistance with carrying out these vital job duties, please inform your supervisor so that we can engage in the interactive process with you and consider the availability of reasonable accommodations.

• Caring for customers within a public retail store environment is crucial; while all public areas are climate-controlled, this may not extend to every stock room; there could be outdoor work involvement such as gathering carts or unloading trucks; specialized tools like a glass cutter and heat press are available in the frame shop; work hours may comprise nights, weekends, and early mornings

Meeting the legal mandates of federal, state, and local jurisdictions is a must for job applicants in the U.S.

At The Michaels Companies Inc, our purpose is to fuel the joy of creativity . As the leading creative destination 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, and MakerPlace by Michaels, a dedicated handmade goods marketplace. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit

At Michaels, the welfare of our teams is paramount, and to ensure this, we offer an extensive benefits package for both full-time and part-time Team Members. This package includes healthcare coverage (medical, dental, vision), paid vacation time, educational support, significant staff discounts, and various other advantages. To access further information, please visit mikbenefits.com.

By upholding the principles of equal opportunity, Michaels cultivates a supportive community where team members and creators can flourish side by side.

Michaels is committed to ensuring the comprehensive inclusion of all adequately skilled individuals. In accordance with this commitment, Michaels will ensure that individuals with disabilities receive reasonable accommodations. Therefore, if a reasonable accommodation is needed to fully participate in the job application or interview process, carry out the essential job functions, and/or access all other employment benefits and privileges, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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