Customer Success Specialist

Job Description:

Ensure a shopping experience centered on the customer by effectively handling front-end operations and meeting customer expectations. Lead omnichannel processes and maintain store recovery standards in order to fulfill our Brand Promises. Offer friendly and attentive customer assistance.

• Support the Store Manager in overseeing and enforcing adherence to Standard Operating Procedures (SOPs) and Company initiatives to maintain compliance with relevant laws and regulations. Ensure the implementation of Company standards and guidelines, and hold the team accountable for the store's performance and overall situation
• Make sure you follow all procedures and policies at the forefront; achieve your KPIs and supervise your team in reaching their role-related KPIs
• Supervise and carry out the organization of class and in-store events in line with the Company's established programs
• Take the helm in orchestrating the omnichannel processes
• Administer and execute plans for reducing shrinkage and ensuring a safe working environment
• Help in reconciling cash transactions with corresponding bank deposits
• Support with inventory handling, which may involve managing Return to Vendor (RTV) processes and facilitating Advance Shipping Notice (ASN) operations when required
• Support new employees as they navigate their initial days at the company
• Direct, supervise, and support the customer experience team (involving sales floor and cashier personnel) to attain results; actively engage in the performance review process; help in the talent development of your team; make use of leadership competencies for ongoing self-improvement
• Take charge as the Manager on Duty (MOD) when required
• Interacts with others in an accepting and respectful manner; remains positive and respectful, even in difficult situations; promotes commitment to the organization's vision and values; projects a positive image; and serves as a role model for others
• Acknowledge clients upon arrival, support in finding the product, and offer ways to resolve issues
• Take part in the truck unloading and stocking actions to guarantee alignment with truck guidelines and completion within budgetary confines
• Organize and implement strategies that aim to decrease shrinkage and improve safety procedures within the company
• Hone your competencies in Custom Framing sales and manufacturing techniques
• Responsibilities in select stores without a Framing Manager encompass leading the timely delivery of top-notch custom framing solutions to customers through effective scheduling and management of framing tasks in partnership with the Store Manager

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Experience Criteria for the Job:

• Those with experience in overseeing retail operations are preferred for this role

Physical Requirements

Work Environment

• Ability to stand for a considerable length of time without discomfort
• Capacity to wander around the store
• Continual bending, lifting, transferring, reaching, and stretching
• Moving weighty boxes and reaching elevated shelving using a ladder or equivalent tool
• If you find yourself in need of help with performing these essential job functions, please contact your supervisor so that we can engage in the interactive process with you to determine if there are any available reasonable accommodations.

• Public retail store setting taking care of our customers; all public areas are climate controlled; 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

Adherence to federal, state, and local legal requirements is a fundamental aspect for 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, 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. For more information, visit mikbenefits.com.

Michaels prioritizes diversity and inclusiveness, fostering a culture of togetherness and progress for both employees and creators.

Michaels is firmly committed to including all competent individuals without exceptions. As part of this commitment, Michaels will ensure the provision of reasonable accommodations to individuals with disabilities. Hence, if there is a need for a reasonable adjustment to fully participate in the application or interview process, carry out essential job functions, and/or access all employment benefits and advantages, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

Presented in English, the EEOC's Know Your Rights poster explains the rights individuals are entitled to according to EEOC standards

Your Rights Explained in Spanish by EEOC

The EEOC poster has undergone enhancements to make it more screen reader-friendly, enabling seamless navigation and understanding for all users

Federal FMLA Poster

Federal EPPAC Poster