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Support Center - IrvingThe Manager - Store Communications manages the day-to-day execution, publishing, and operational governance of all written and digital communications sent to field and store teams. Reporting directly to the Director, Store Communication and Events, this role serves as the primary operational gatekeeper ensuring all store messaging adheres to established communication guardrails, governance frameworks, and change management principles.
By managing the master communications calendar, intranet content lifecycle, translation workflows, and store support communication standards, this Manager acts as a critical bridge between corporate partners and frontline team members—driving operational consistency, clarity, and field adoption across all stores.

Major Activities

Communications Governance & Field Execution

• Calendar & Master Schedule Ownership: Maintain and enforce the master communications calendar, approval matrix, and publication cadences (including but not limited to MIK Check messages/missions/tasks, store email, and Weekly Planning Kit) to prevent message fragmentation and field overload.
• Audit & Quality Control: Perform routine content audits across store communication channels to identify off-brand language, redundant messaging, or outdated information, applying corrective actions to maintain editorial standards.
• Cross-Functional Gatekeeping: Serve as a head of the Store Communications Committee. Review incoming store messaging against established workload and timing guidelines before releasing content to the field.
• Quebec Translation Management: Manage day-to-day partnership with Translation team to ensure all field communications delivered to Quebec stores meet quality standards and strict delivery schedules.

Store Support Communication Guardrails

• Guardrails & Templates Administration: Operationalize and maintain store support communication guardrails, including standardized response templates, escalation phrasing, and approved language style guides for corporate support teams.
• Inbound/Outbound Protocol Enforcement: Monitor inbound store support request channels and outbound response protocols to ensure consistent, professional, and on‑brand interactions between store support departments and field teams.
• Cross-Departmental Coaching: Actively partner with supporting corporate functions (e.g., Asset Protection, HR, Merchandising, Marketing) to streamline messaging and train content owners on proper corporate communication protocols.

Change Management & Tactical Adoption

• Change Management Execution: Implement change management frameworks (e.g., ADKAR) for operational rollouts, partnering with project owners to translate complex process changes into clear, actionable, field‑ready communications.
• Impact Assessment & Message Alignment: Evaluate stakeholder readiness and change impacts for store‑facing initiatives, ensuring communications address the "why," "what," and "how" to minimize field friction.
• Adoption Feedback Loops: Track field feedback and message clarity, utilizing store input to continuously refine future communication rollout strategies.

Operations Content & SOP Lifecycle Management

• Intranet & Platform Content Management: Manage day‑to‑day content updates and page maintenance for MIK Check, ensuring store team resources remain organized, accurate, and easily searchable.
• SOP Conversion & Publishing: Manage the conversion of raw operational standards provided by cross‑functional subject matter experts into clear, frontline‑friendly Standard Operating Procedures (SOPs).
• SOP Library Audits: Oversee scheduled reviews and audits of the centralized SOP library, managing archiving protocols and updating documentation as business processes evolve.

Operational Event & Project Support

• Event Communication Support: Partner with the Director on major operational events (e.g., Annual Growth Meeting, Holiday Sales Meeting) by building and executing pre‑ and post‑event communications, collateral, and leader enablement materials.
• Special Projects: Lead auxiliary communications projects through requirement gathering, development, execution, and follow‑up stages as assigned.

Other duties as assigned

Minimum Education

• High School Diploma required; Bachelor’s Degree in Communications, Business, Public Relations, or related field strongly preferred.

Minimum Special Certifications or Technical Skills

• Proficient in enterprise intranet platforms and Content Management Systems (CMS).
• Advanced proficiency in MS Office Suite (Word, PowerPoint, Excel), with demonstrated ability to design spreadsheets for auditing, tracking schedules, and reporting.
• Working knowledge of change management principles and frameworks (e.g., Prosci ADKAR).
• Strong editorial, proofreading, and written/verbal communication skills with the ability to adapt tone for diverse field and corporate audiences.

Minimum Type of Experience the Job Requires

• 4+ years of retail store operations or corporate communications experience required.
• Proven experience administering communications governance, SOP creation/documentation, or style guidelines in a multi‑unit retail environment.
• Demonstrated experience translating complex operational or technical processes into clear, frontline‑friendly communications.
• Strongly prefer Michaels store or corporate experience.

Other

• Ability to travel out of town for 2‑to 3‑day trips as needed.
• Must be able to work occasional nights and weekends to support time‑sensitive operational rollouts or event executions.
• Self‑starter with proven project management skills and the ability to prioritize and manage multiple cross‑functional initiatives in a fast‑paced environment.

Preferred Education

• Bachelor’s Degree in Communications, Business, Public Relations, Organizational Development, or a related field.

Preferred Special Certifications or Technical Skills

• Change Management Certification: Prosci ADKAR or Certified Change Management Professional (CCMP).
• Advanced Platform Management: Technical experience with enterprise digital communications, task management tools, and HRIS/intranet content management system (CMS) administration.
• Data & Analytics: Ability to design, build, and analyze Excel‑based reporting and dashboard tracking for field compliance and audits.

Preferred Type of Experience the Job Requires

• Michaels Experience: 4+ years of retail store operations or corporate office experience, with a deep understanding of store‑level routines and workload dynamics.
• Cross‑Functional Governance: Demonstrated history of leading a communications committee, enforcing editorial style guides, or managing corporate support guardrails.
• SOP & Process Design: Hands‑on experience developing Standard Operating Procedures (SOPs), training collateral, or operational playbooks in a multi‑location retail environment.
• Event Support: Experience building communications, collateral, and leader enablement materials for large‑scale corporate or operational meetings.

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

At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. 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. For more information, please visit www.michaels.com.

Michaels offers a range of benefits to support team members and their families. Depending on position and eligibility, team members may have access to a 401(k) with employer match, an Employee Assistance Program, medical, dental, and vision coverage, telemedicine services, flexible spending accounts, commuter benefits, tuition assistance, adoption assistance, and various voluntary insurance options. All team members enjoy everyday perks such as employee discounts and access to partner discount programs. For a summary of benefits, visit Michaels Benefits at a Glance page. For additional information regarding benefits, visit MIKBenefits.com

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).

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