Nights & Weekends Customer Experience Manager

📌 Core Information

🔹 Job Title: Nights & Weekends Customer Experience Manager

🔹 Company: Michaels Stores

🔹 Location: United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Sat Mar 29 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Not specified

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering a customer-centric shopping experience by managing effective front-end operations.
• Leading omnichannel processes and maintaining store recovery standards.
• Assisting the Store Manager in adherence to Standard Operating Procedures.
• Planning and leading execution of class and in-store events.

ASSUMPTION: This role is critical for maintaining customer satisfaction during peak hours (nights and weekends) when customer traffic may be higher and complex issues could arise.

📋 Key Responsibilities

✅ Deliver a customer-centric shopping experience with effective front-end operations.

✅ Lead and execute omnichannel processes to enhance shopping experiences.

✅ Maintain and uphold store recovery standards and company policies.

✅ Plan and execute in-store events and classes according to company programs.

✅ Assist with cash reconciliation and bank deposits.

✅ Support inventory processes, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.

✅ Onboard and train new team members to ensure high service standards.

✅ Serve as Manager on Duty, guiding the team and promoting a positive work environment.

✅ Participate in unloading trucks and stocking to meet budget and standards.

✅ Lead custom framing solutions as a secondary duty.

ASSUMPTION: The role may require adaptability and strong decision-making skills, particularly in managing unforeseen challenges or staffing issues.

🎯 Required Qualifications

Education: Not specified

Experience: Retail management experience preferred

Required Skills:

• Customer Service
• Retail Management
• Team Leadership

Preferred Skills:

• Inventory Management
• Cash Reconciliation

ASSUMPTION: Strong interpersonal skills and experience in similar retail environments would be advantageous, given the role's focus on customer interaction and team leadership.

💰 Compensation & Benefits

Salary Range: $17.50 - $23.00 per hour

Benefits:

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

Working Hours: Up to 20 hours per week, primarily during nights and weekends.

ASSUMPTION: Compensation aligns with industry norms for similar roles, balanced by the added employee benefits package.

📌 Applicant Insights

🔍 Company Context

Industry: Retail - providing a vast range of creative supplies and tools.

Company Size: Over 10,001 employees, offering significant resources and support to staff.

Founded: Established in 1973

Company Description:

• The leading creative destination in North America.
• Operates over 1,300 stores across 49 states and Canada.
• Owns Artistree and MakerPlace by Michaels, enhancing product offerings.

Company Specialties:

• Crafts
• Framing
• DIY and handmade goods

Company Website: http://www.michaels.com/

ASSUMPTION: Applicants can expect a stable work environment with potential for career advancement in a large, well-known company.

📊 Role Analysis

Career Level: Mid-level managerial role with critical decision-making responsibilities

Reporting Structure: Reports directly to the Store Manager, providing frontline leadership

Work Arrangement: On-site, with emphasis on customer service at the store level

Growth Opportunities:

• Potential for transitioning to a Store Manager role
• Develop expertise in retail operations and customer experiences
• Broaden skills in team leadership and performance management

ASSUMPTION: The position is ideal for individuals seeking upward mobility within retail management and customer service functions.

🌍 Location & Work Environment

Office Type: Storefront retail environment

Office Location(s): Various locations across the United States; specific store as per the assignment

Geographic Context:

• Retail locations in diverse communities, primarily urban and suburban
• Convenience of access to major roads and public transport
• Part of region-specific customer demographics and shopping trends

Work Schedule: Primarily nights and weekends, with flexibility required for peak periods

ASSUMPTION: Applicants should be comfortable working in a dynamic, customer-facing environment that may occasionally be physically demanding.

💼 Interview & Application Insights

Typical Process:

• Online application submission via the Michaels career portal
• Initial phone screening to discuss role alignment and experience
• In-person interview with store management team

Key Assessment Areas:

• Customer service expertise
• Team leadership abilities
• Problem-solving skills in a retail context

Application Tips:

• Emphasize prior retail management experience
• Highlight any successful customer service initiatives
• Prepare examples showcasing team development and leadership

ATS Keywords: Customer Service, Retail Management, Team Leadership, Event Planning

ASSUMPTION: Emphasizing relevant retail management success stories and accomplishments can enhance the application appeal.

🛠️ Tools & Technologies

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

ASSUMPTION: Familiarity with retail technologies and software could bolster job performance and application attractiveness.

👔 Cultural Fit Considerations

Company Values:

• Commitment to creativity
• Inclusive and accepting workplace culture
• Focus on customer satisfaction

Work Style:

• Customer-focused and service-oriented
• Collaborative teamwork approach
• Adaptability to dynamic work scenarios

Self-Assessment Questions:

• Do I thrive in a customer service-oriented environment?
• Am I comfortable with flexible work hours including nights and weekends?
• Do I have the leadership skills to manage a diverse team?

ASSUMPTION: Candidates with a passion for creativity and prior retail leadership experience will likely find a harmonious fit.

⚠️ Potential Challenges

• Navigating peak retail hours with potentially high pressure
• Maintaining morale and performance during night shifts
• Effective supervision of a diverse team across various functions
• Adapting to rapidly changing retail demands

ASSUMPTION: Challenges may arise predominantly from fulfilling customer service expectations while managing varied team dynamics and maintaining operational efficiency.

📈 Similar Roles Comparison

• Guest Services Manager at a large retail chain
• Front-End Manager at a supermarket
• Retail Operations Supervisor in similar high-volume environments

ASSUMPTION: This role compares favorably for those looking to advance into broader in-store management positions with more strategic responsibilities.

📝 Sample Projects

• Successfully implementing a new omnichannel strategy
• Leading a team to exceed quarterly customer satisfaction targets
• Designing and executing interactive in-store classes to boost brand engagement

ASSUMPTION: Projects will likely demand a blend of strategic planning and hands-on leadership prowess.

❓ Key Questions to Ask During Interview

• What are the key success metrics for this role?
• How does the company support ongoing training and development?
• Can you discuss the typical career path for someone in this position?
• What are the biggest challenges currently faced by the store's customer experience team?
• How does this role integrate with the broader company goals and values?

ASSUMPTION: Well-prepared questions can demonstrate a strategic mindset and eagerness to align role responsibilities with company objectives.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Michaels Careers Page
• Prepare your resume to highlight relevant retail and managerial experience.
• Ensure ATS keywords are integrated into your application materials.
• Gather professional references to showcase past success.
• Follow up on your application status if you do not hear back within 2 weeks.

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