customer experience manager

📌 Core Information

🔹 Job Title: Customer Experience Manager

🔹 Company: Michaels Stores

🔹 Location: United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: March 29, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing front-end operations to ensure a customer-centric shopping experience
• Leading and optimizing omnichannel processes
• Training and coaching team members to meet performance goals
• Ensuring compliance with company policies and standards

ASSUMPTION: The position emphasizes both customer satisfaction and operational efficiency, suggesting a preference for candidates with a balanced skill set in retail operations and customer interaction.

📋 Key Responsibilities

✅ Deliver a customer-centric shopping experience by managing front-end operations

✅ Lead the execution of omnichannel processes

✅ Maintain store recovery standards and compliance with SOPs

✅ Plan and execute class and in-store events

✅ Manage and execute shrink and safety programs

✅ Assist with cash reconciliation, bank deposits, and inventory processes

✅ Train, observe, and coach the customer experience team

✅ Serve as Manager on Duty (MOD)

✅ Interact respectfully with customers and team members

✅ Support custom framing solutions in select stores

ASSUMPTION: The role expects versatility in handling various aspects of retail management, including personnel training and event planning, indicating a dynamic work environment.

🎯 Required Qualifications

Education: Not specified

Experience: Retail management experience preferred

Required Skills:

• Customer Service
• Retail Management
• Team Leadership

Preferred Skills:

• Inventory Management
• Event Planning

ASSUMPTION: The role is likely to favor candidates with practical experience in a retail setting over formal education, focusing on skills acquired on the job.

💰 Compensation & Benefits

Salary Range: Not specified

Benefits:

• Health insurance (medical, dental, and vision)
• Paid time off
• Generous employee discounts

Working Hours: 40 hours, including nights, weekends, and early mornings

ASSUMPTION: Competitive benefits indicate a commitment to employee wellbeing, which may help attract experienced candidates.

📌 Applicant Insights

🔍 Company Context

Industry: Retail, focusing on creative and crafting products

Company Size: 10,001+ employees, suggesting substantial resources and potential for career advancement

Founded: 1973, providing decades of industry experience and stability

Company Description:

• Leading creative destination in North America
• Operates over 1,300 stores in the U.S. and Canada
• Owns Artistree and MakerPlace by Michaels

Company Specialties:

• Crafts
• Framing
• Ecommerce

Company Website: www.michaels.com

ASSUMPTION: The company's strong market position in the creative retail sector presents a stable career opportunity for prospective employees.

📊 Role Analysis

Career Level: Mid-level management with team leadership responsibilities

Reporting Structure: Reports to the Store Manager

Work Arrangement: On-site work required, highlighting the need for in-person management skills

Growth Opportunities:

• Advancement to higher management roles
• Opportunities to lead larger teams and store operations
• Involvement in strategic planning and execution

ASSUMPTION: Growth paths are aligned with management proficiency and the ability to drive team and store performance.

🌍 Location & Work Environment

Office Type: Public retail store setting

Office Location(s): Various locations across the United States

Geographic Context:

• Stores located in accessible areas
• Primarily climate-controlled environments
• Potential outdoor work for tasks like unloading trucks

Work Schedule: Varied schedule, demanding night and weekend shifts

ASSUMPTION: A flexible schedule is essential to accommodate diverse retail hours and ensure store operations run smoothly during peak times.

💼 Interview & Application Insights

Typical Process:

• Submit application online
• Participate in initial phone screening
• Attend in-person interviews with the store management team

Key Assessment Areas:

• Leadership skills
• Problem-solving capabilities
• Customer service approach

Application Tips:

• Highlight relevant retail management experience
• Demonstrate leadership and coaching skills
• Explain understanding of omnichannel processes

ATS Keywords: Customer Service, Retail Management, Team Leadership, Omnichannel

ASSUMPTION: Emphasizing leadership and customer service experience will increase applicant competitiveness, given the managerial nature of the role.

🛠️ Tools & Technologies

• Point of Sale (POS) systems
• Omnichannel platforms
• Inventory management software

ASSUMPTION: Proficiency in using retail-related software is crucial to efficiently managing store operations and enhancing customer experiences.

👔 Cultural Fit Considerations

Company Values:

• Commitment to creativity and innovation
• Customer-centric focus
• Inclusivity and teamwork

Work Style:

• Collaborative and team-oriented
• Adaptable to change
• Energetic and customer-focused

Self-Assessment Questions:

• How do I prioritize and manage team tasks in a bustling retail environment?
• Am I comfortable working flexible hours to meet store demands?
• What strategies do I use to ensure excellent customer experiences?

ASSUMPTION: A cultural fit in this role implies a proactive approach to customer service and the ability to drive team success through collaboration and innovation.

⚠️ Potential Challenges

• Balancing multiple priorities during peak retail seasons
• Maintaining high standards of customer service under pressure
• Managing diverse teams with varying levels of experience
• Staying updated with retail trends and technologies

ASSUMPTION: Prospective candidates should be prepared to face a dynamic work environment that requires resilience and adaptability.

📈 Similar Roles Comparison

• Store Operations Manager: Focuses more on logistic aspects of store management
• Customer Service Supervisor: Typically a less broad role with focus on service
• Retail Manager: May have broader store-wide responsibilities

ASSUMPTION: The Customer Experience Manager role is distinct due to its emphasis on omnichannel process leadership and customer-focused strategies.

📝 Sample Projects

• Implementing a new customer loyalty program
• Leading a store-wide seasonal event
• Developing a training program for new team members

ASSUMPTION: At Michaels, projects likely emphasize enhancing customer interactions and store efficiency to support the brand's creative mission.

❓ Key Questions to Ask During Interview

• How does the company support career development and growth for managers?
• What are the most successful strategies in place for customer experience enhancement?
• How do managers collaborate across different store functions?
• What recent challenges has the store faced, and how were they addressed?
• What expectations does the store management have from the Customer Experience Manager?

ASSUMPTION: Insightful questions can demonstrate a candidate’s proactive approach and interest in aligning with company strategies and objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant retail management experience
• Prepare for phone and in-person interviews
• Consider discussing recent retail experiences relevant to the role
• Research Michaels' commitment to customer experience to tailor your application accordingly

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.