Guest Experience Associate

Job Description:

Manage front-end operations and customer expectations to ensure a shopping experience centered around customer satisfaction. Lead omnichannel processes and adhere to store recovery standards to deliver on our Brand Promises. Provide pleasant and accommodating customer service.

• Help the Store Manager in overseeing and directing the team to comply with Standard Operating Procedures (SOPs) and Company programs to meet legal requirements and standards. Ensure the enforcement of Company policies, maintain accountability for store conditions, and monitor performance results
• Guarantee adherence to all front-end rules and procedures; accomplish your KPIs and guide your team in achieving their performance objectives
• Lead and orchestrate the planning and execution of educational and promotional gatherings both in class and at the retail locations in compliance with Company guidelines
• Direct the omnichannel activities to ensure seamless integration
• Coordinate and manage activities aimed at minimizing losses and promoting a secure environment
• Provide assistance in reconciling cash amounts with bank records
• Support inventory management functions by overseeing Return to Vendor (RTV) processes and facilitating Advance Shipping Notice (ASN) arrangements when requested
• Assist in the integration of new team members into the existing workforce
• Coach, supervise, and mentor the customer experience team (encompassing sales floor and cashier staff) to deliver results; engage in the performance evaluation process; back the talent development of your team; utilize the leadership competencies for continuous personal growth
• Take on the Manager on Duty (MOD) responsibilities
• Engages others in a respectful and accepting manner while maintaining positivity and courtesy, even in challenging scenarios, advocating for the commitment to the organization's vision and values and serving as a positive example for others to follow
• Offer a friendly greeting, assist with product location, and present options for resolution
• Join in the truck unloading and stocking tasks to maintain adherence to truck regulations and fulfillment within budgetary limitations
• Supervise and manage the efforts to control shrinkage and maintain a safe workplace for all staff members
• Diversify your knowledge by training in Custom Framing sales and production
• In locations where there is no Framing Manager, duties also involve leading the successful delivery of custom framing services to customers on schedule by organizing and overseeing the framing workload in partnership with the Store Manager

Other duties as assigned

Preferred Knowledge/Skills/Abilities

Experience Expectations for the Role:

• Experience in retail management is advantageous for this position

Physical Requirements

Work Environment

• Skill in maintaining a standing position without fatigue for an extended time
• Flexibility in moving around the store
• Repeatedly bending, elevating, transferring, reaching, and expanding
• Moving large boxes and accessing elevated shelves through the use of a ladder or similar machinery
• If assistance is required to perform these critical job responsibilities, please inform your supervisor so that we can participate in the interactive process with you to evaluate the possibility of providing accommodations.

• Customer service remains a top priority in the public retail store setting; public areas are kept at controlled temperatures, except for potential exceptions in certain stock rooms; duties may extend to outdoor tasks such as cart retrieval or unloading deliveries; the frame shop is stocked with a glass cutter and heat press tool; employees can expect varying shifts including nights, weekends, and early mornings

Compliance with federal, state, and local laws is necessary for applicants pursuing opportunities in the United States.

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

The wellbeing of our employees at Michaels is a top priority, and we demonstrate this through providing an assortment of benefits to both full-time and part-time Team Members. These benefits cover health insurance (medical, dental, vision), paid time off, tuition assistance, generous discounts for employees, and more. For a more detailed overview, visit mikbenefits.com.

Michaels stands as an advocate for equality in the workplace, championing a spirit of unity and collaboration among employees and makers.

Michaels is deeply dedicated to the complete integration of all competent individuals. In alignment with this dedication, Michaels will guarantee that individuals with disabilities are accommodated appropriately. Consequently, if a reasonable accommodation is necessary to participate fully in the job application or interview process, execute the essential job functions, and/or receive all other employment benefits and privileges, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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