Customer Experience Manager

📌 Core Information

🔹 Job Title: Customer Experience Manager

🔹 Company: Michaels Stores

🔹 Location: United States, Store - NORMAL, IL

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 2025 00:00:00 GMT+0000 (UTC)

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering a customer-centric shopping experience by managing front-end operations.
• Leading omnichannel processes.
• Assisting the Store Manager with compliance to company policies and regulations.
• Achieving and managing key performance indicators (KPIs).

ASSUMPTION: The role is heavily focused on customer service and operational management due to the requirement of leading front-end operations and omnichannel processes.

📋 Key Responsibilities

✅ Lead and manage front-end operations to ensure a customer-centric shopping experience.

✅ Oversee omnichannel processes and execution.

✅ Maintain store recovery standards and deliver the company's brand promises.

✅ Assist the Store Manager in compliance with SOPs and company programs.

✅ Manage and achieve KPIs for the team and the store.

✅ Plan and lead in-store events in alignment with company programs.

✅ Manage inventory processes and assist with financial reconciliations.

✅ Conduct onboarding and development of new team members.

✅ Serve as Manager on Duty (MOD) when necessary.

✅ Promote positive company values and serve as a role model.

✅ Cross-train in Custom Framing in select stores.

ASSUMPTION: Responsibilities reflect a mix of leadership and operational tasks, emphasizing customer interaction and team development.

🎯 Required Qualifications

Education: Not specified

Experience: Retail management experience preferred

Required Skills:

• Customer Service
• Team Leadership
• Inventory Management
• Cash Reconciliation

Preferred Skills:

• Event Planning
• Training and Coaching

ASSUMPTION: The preferred qualifications suggest an emphasis on leadership and operational skills likely to enhance efficiency and customer satisfaction.

💰 Compensation & Benefits

Salary Range: Not specified, aligns with retail management industry standards

Benefits:

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

Working Hours: 40 hours per week, includes nights, weekends, and early mornings

ASSUMPTION: Compensation is competitive with similar retail roles, with robust benefits suggesting a company commitment to employee wellbeing.

📌 Applicant Insights

🔍 Company Context

Industry: Retail, focusing on crafting and creative products

Company Size: Over 10,001 employees, offering a variety of roles and career development opportunities

Founded: 1973, with a strong heritage in creative retail

Company Description:

• The leading creative destination with over 1,300 stores across North America.
• Includes Artistree and MakerPlace for diverse product offerings.
• Recognized for fostering creativity and innovation.

Company Specialties:

• Crafts and DIY projects
• Custom framing
• Online and in-store retail experiences

Company Website: www.michaels.com

ASSUMPTION: Michaels Stores have a well-established presence in the creative retail sector, aiding its reputation for quality products and innovative services.

📊 Role Analysis

Career Level: Mid-management level, ideal for those with experience in retail management

Reporting Structure: Reports to Store Manager, may lead a team of front-end staff

Work Arrangement: On-site at specific store locations

Growth Opportunities:

• Developing leadership skills through team management
• Enhancing customer service acumen
• Opportunities for advancement within the company’s store management hierarchy

ASSUMPTION: Role is suitable for candidates looking to enhance leadership capabilities in a retail setting with potential for upward mobility.

🌍 Location & Work Environment

Office Type: Public retail store setting

Office Location(s): Across the United States, specific to the location applied

Geographic Context:

• Presence in both urban and suburban areas
• Serve a broad customer base seeking creative solutions
• Stores are climate-controlled, stock rooms may not be

Work Schedule: Varies with occasional necessity for night, weekend, and early morning shifts

ASSUMPTION: Work environment offers diverse geographical settings to cater to a wide range of customers, supporting flexible scheduling needs.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial screening interview
• In-person interview with Store Manager

Key Assessment Areas:

• Customer service experience and skills
• Leadership potential and team management abilities
• Problem-solving and adaptability

Application Tips:

• Highlight any retail management experience
• Demonstrate strong customer service skills in your application
• Emphasize teamwork and leadership examples

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

ASSUMPTION: Application processes tend to focus on evaluating customer service and leadership capabilities with a structured approach to screening.

🛠️ Tools & Technologies

• Point-of-sale systems
• Inventory management software
• E-commerce platforms for omnichannel integration

ASSUMPTION: Familiarity with standard retail software is crucial for executing daily tasks efficiently.

👔 Cultural Fit Considerations

Company Values:

• Creativity and innovation
• Customer focus and service excellence
• Teamwork and community

Work Style:

• Collaborative and team-oriented
• Adaptable to a fast-paced retail environment
• Customer-focused with an emphasis on service quality

Self-Assessment Questions:

• Do you have experience in a retail management role?
• Can you demonstrate strong leadership skills in a team setting?
• Are you comfortable working in a dynamic retail environment?

ASSUMPTION: Candidates should value creativity and customer service while being able to adapt to the vibrant nature of retail operations.

⚠️ Potential Challenges

• Managing a large team with diverse responsibilities
• Ensuring compliance with varied standard operating procedures
• Balancing customer service with operational tasks
• Coping with seasonal fluctuations in retail activity

ASSUMPTION: Challenges are typical in retail management, requiring strong organizational and communication skills.

📈 Similar Roles Comparison

• Retail Store Manager roles typically require broader oversight and strategic planning.
• Customer Service Manager roles outside retail may have less focus on physical inventory management.
• Omnichannel or Operations Manager roles may require more technical skills in e-commerce.

ASSUMPTION: Similar roles often vary in operational scope and managerial depth depending on the industry.

📝 Sample Projects

• Implementing and tracking a new customer feedback system
• Leading a store-wide event in collaboration with marketing
• Developing training programs for new hires

ASSUMPTION: Projects align with enhancing customer experience and operational efficiency, typical for managerial roles in retail.

❓ Key Questions to Ask During Interview

• What are the main KPIs for success in this role?
• How does Michaels support professional growth and development?
• What are some current challenges the store faces?
• How is the omnichannel process integrated into daily operations?
• Can you describe the team I will be working with?

ASSUMPTION: Questions should provide depth into daily responsibilities, team dynamics, and company culture.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Michaels Careers page or associated job posting link.
• Prepare an updated resume showcasing relevant experience.
• Be ready to provide examples of leadership and customer service expertise.
• Prepare for potential behavioral and situational interview questions.
• Monitor email for correspondence regarding interview scheduling.

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