PT Customer Experience Manager

📌 Core Information

🔹 Job Title: PT Customer Experience Manager

🔹 Company: Michaels Stores

🔹 Location: United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Sun Mar 30 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: Not specified

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Delivering customer-centric shopping experiences by managing front-end operations
• Leading omnichannel processes to enhance customer engagement
• Supporting store recovery standards in line with company expectations
• Ensuring compliance with SOPs and company programs

ASSUMPTION: This role requires strong leadership skills and a commitment to customer satisfaction, assuming the manager will have significant impact on retail operations.

📋 Key Responsibilities

✅ Manage and deliver effective front-end operations and customer experience

✅ Lead omnichannel processes and in-store events according to company programs

✅ Ensure compliance with company policies and SOPs

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

✅ Train, observe, and coach the customer experience team

✅ Serve as Manager on Duty when required

✅ Assist with the onboarding of new team members

✅ Participate in truck unloading and stocking processes

✅ Cross train in Custom Framing selling and production where applicable

ASSUMPTION: It is assumed this role is integral to the implementation of both daily operations and long-term strategic goals of the store.

🎯 Required Qualifications

Education: Not specified

Experience: Retail management experience preferred

Required Skills:

• Customer Service
• Retail Management
• Team Leadership
• Inventory Management

Preferred Skills:

• Experience with cash reconciliation
• Training and coaching abilities

ASSUMPTION: While specific educational requirements are not listed, hands-on experience and leadership skills are prioritized.

💰 Compensation & Benefits

Salary Range: Not specified; generally aligns with industry retail management standards

Benefits:

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

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

ASSUMPTION: Compensation likely includes a blend of base salary and performance bonuses. Benefits suggest a full-time, stable position.

📌 Applicant Insights

🔍 Company Context

Industry: Retail, focusing on creative products and experiences

Company Size: 10,001+ employees, indicating comprehensive resources and structured career pathways

Founded: 1973

Company Description:

• Leading creative destination in North America
• Operates over 1,300 stores in 49 states and Canada
• Owner of Artistree and MakerPlace by Michaels

Company Specialties:

• Crafts
• Framing
• Floral and art supplies

Company Website: www.michaels.com

ASSUMPTION: The company's large scale and extensive resources suggest numerous opportunities for advancement and development.

📊 Role Analysis

Career Level: Mid-level management

Reporting Structure: Reports to Store Manager

Work Arrangement: On-site, within assigned store location

Growth Opportunities:

• Possibility to advance to Store Manager
• Opportunities for cross-functional training and skill enhancement
• Engagement with company-wide initiatives and programs

ASSUMPTION: Growth within Michaels likely requires demonstrating leadership, operational success, and a customer-focused mindset.

🌍 Location & Work Environment

Office Type: Public retail store setting

Office Location(s): Specific store locations across the United States

Geographic Context:

• Climate-controlled public areas
• Potential outdoor work for specific tasks
• Located in multiple states, providing varied environmental contexts

Work Schedule: Includes nights, weekends, and early mornings to meet retail demands

ASSUMPTION: The role demands adaptability to various environmental conditions typical of retail operations.

💼 Interview & Application Insights

Typical Process:

• Submit online application
• Initial screening interview
• On-site interview with store management

Key Assessment Areas:

• Customer service orientation
• Leadership and management capabilities
• Problem-solving skills

Application Tips:

• Highlight retail and leadership experience
• Emphasize customer service success stories
• Prepare to discuss past management challenges and solutions

ATS Keywords: Customer Service, Team Leadership, Omnichannel Processes, Inventory Management

ASSUMPTION: Applications should focus on leadership achievements and adaptability within a retail context.

🛠️ Tools & Technologies

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

ASSUMPTION: Familiarity with retail technologies is assumed to aid in efficient store management.

👔 Cultural Fit Considerations

Company Values:

• Commitment to creativity
• Inclusivity and respect
• Customer-centric innovation

Work Style:

• Proactive and customer-focused
• Flexible and adaptive to changing retail demands
• Collaborative and team-oriented

Self-Assessment Questions:

• Can I lead a diverse team to excel in customer experience?
• Do I adapt well to fast-paced retail environments?
• Am I committed to embodying company values in day-to-day operations?

ASSUMPTION: Candidates must align with the company’s creative and inclusive values to succeed in this role.

⚠️ Potential Challenges

• Managing high customer traffic during peak times
• Adapting to rapidly changing retail technologies
• Maintaining store standards across different shifts
• Balancing operational demands with customer engagement goals

ASSUMPTION: The fast-paced nature of retail may pose continual operational and customer service challenges.

📈 Similar Roles Comparison

• Similar to Assistant Store Manager roles with a specific focus on customer experience
• Compared to Department Manager roles, greater emphasis on cross-departmental coordination
• Requires skills blending customer service with team management

ASSUMPTION: Similar roles will often require experience in both customer service and operations.

📝 Sample Projects

• Leading an in-store event promoting a new product line
• Developing a training program for new hires on company SOPs
• Implementing a customer feedback system to enhance service quality

ASSUMPTION: Project examples reflect common retail objectives like customer engagement and team development.

❓ Key Questions to Ask During Interview

• What are the key metrics used to evaluate customer experience performance?
• How does the role interface with other store departments?
• What are recent examples of successful omnichannel initiatives at Michaels?
• How much autonomy does this role have in managing daily operations?
• What kind of support does Michaels offer for career development?

ASSUMPTION: These questions help candidates understand the role’s impact and growth opportunities within the company.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume with a focus on retail and leadership experience
• Include strong examples of customer service achievements
• Prepare for a potential screening phone call
• Familiarize yourself with Michaels’ company culture and values

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