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: Sat Mar 29 2025

🔹 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 through effective management of front-end operations.
• Leading omnichannel processes to enhance customer interactions across multiple platforms.
• Assisting the Store Manager in maintaining compliance with Standard Operating Procedures (SOPs).
• Ensuring the store conditions align with company policies and brand promises.

ASSUMPTION: The role is primarily focused on enhancing customer satisfaction and operational efficiency. It likely involves a mix of hands-on management and strategic planning.

📋 Key Responsibilities

✅ Oversee the adherence to front-end policies to achieve key performance indicators (KPIs).

✅ Plan and execute in-store events in line with company programs.

✅ Manage shrink and safety programs to minimize loss and enhance store security.

✅ Assist with inventory management, including Return to Vendor (RTV) and Advance Shipping Notice (ASN) activities.

✅ Onboard and train new Team Members, fostering a positive and knowledgeable team environment.

✅ Serve as Manager on Duty (MOD), ensuring the store's operations remain smooth and customer-focused.

✅ Participate in unloading and stocking processes to maintain inventory standards.

ASSUMPTION: The responsibilities suggest a well-rounded management role with a focus on leadership, compliance, and customer service.

🎯 Required Qualifications

Education: Not specified

Experience: Retail management experience preferred

Required Skills:

• Customer Service
• Team Leadership
• Inventory Management

Preferred Skills:

• Retail Management
• Event Planning

ASSUMPTION: The role likely requires fundamental management skills, with a preference for candidates with specific retail management experience to align with the industry's dynamic nature.

💰 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: Compensation likely aligns with industry standards, and the company emphasizes supportive benefits to attract and retain employees.

📌 Applicant Insights

🔍 Company Context

Industry: Retail, focusing on creativity and crafts

Company Size: 10,001+ employees, offering diverse opportunities and resources

Founded: 1973

Company Description:

• The leading creative destination in North America with over 1,300 stores.
• Focuses on crafts, framing, and a dedicated handmade goods marketplace.
• Committed to fueling creativity and supporting diverse craft needs.

Company Specialties:

• Crafts
• Framing
• DIY Projects

Company Website: www.michaels.com

ASSUMPTION: The company positions itself as an inclusive and creative environment, which may appeal to employees seeking innovative and vibrant workplace culture.

📊 Role Analysis

Career Level: Mid-level management with leadership responsibilities

Reporting Structure: Reports to the Store Manager

Work Arrangement: On-site with direct customer interaction

Growth Opportunities:

• Potential advancement to higher management roles.
• Opportunities for cross-training and personal development.
• Engagement in various company-wide initiatives and programs.

ASSUMPTION: The role offers a solid foundation for career advancement in retail management, focusing on skill-building and leadership development.

🌍 Location & Work Environment

Office Type: Retail store environment

Office Location(s): Based in the United States, specific store in PITT-ROBINSON TOWNSHIP, PA

Geographic Context:

• Strong community presence with engagement in local events.
• Convenient access for surrounding neighborhoods and shopping areas.
• Varied climate conditions due to indoor and outdoor responsibilities.

Work Schedule: Includes a mix of regular hours with nights, weekends, and early mornings

ASSUMPTION: The environment is lively and often fast-paced, requiring adaptable and energetic individuals comfortable with varied schedules.

💼 Interview & Application Insights

Typical Process:

• Online application submission via company website.
• Initial screening and phone interview.
• In-person interviews with management team.

Key Assessment Areas:

• Customer service excellence
• Leadership potential and team management
• Problem-solving and decision-making abilities

Application Tips:

• Highlight relevant retail and management experience.
• Showcase strong customer service achievements.
• Prepare examples of leadership and teamwork.

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

ASSUMPTION: The recruitment process is structured to highlight proactive individuals capable of delivering excellent customer experiences and leading teams effectively.

🛠️ Tools & Technologies

• POS systems
• Inventory management software
• Omnichannel retail platforms

ASSUMPTION: Familiarity with retail technology platforms and proficiency in managing digital tools are beneficial for this role.

👔 Cultural Fit Considerations

Company Values:

• Creativity and innovation
• Commitment to community and customer satisfaction
• Inclusivity and employee support

Work Style:

• Dynamic and customer-focused approach
• Collaborative and team-oriented mindset
• Adaptability in a fast-paced retail environment

Self-Assessment Questions:

• Are you passionate about enhancing customer experiences?
• Do you have experience leading a team in a retail setting?
• How do you handle high-pressure situations while maintaining a positive attitude?

ASSUMPTION: Successful candidates align with a vibrant, customer-first culture that values creativity and operational excellence.

⚠️ Potential Challenges

• Adapting to fast-paced retail dynamics
• Balancing customer service and operational tasks
• Navigating complex inventory processes
• Managing a diverse team with varying schedules

ASSUMPTION: Candidates should be prepared for dynamic, multitasking roles where adaptability and effective management skills are crucial.

📈 Similar Roles Comparison

• Compared to similar positions, this role may offer more creative engagement through events and customer interactions.
• Typically provides broader retail management exposure than roles focused solely on operations.
• Incorporates comprehensive omnichannel management unlike traditional retail roles.

ASSUMPTION: This role stands out for its emphasis on customer-centric initiatives and leadership, making it appealing for individuals seeking growth in the retail sector.

📝 Sample Projects

• Organizing and managing holiday in-store events to increase customer traffic.
• Implementing new scanning technology to improve inventory accuracy.
• Leading a team initiative to enhance customer feedback management systems.

ASSUMPTION: The role involves diverse projects that leverage management and creative skills, allowing for innovative solutions and improvements.

❓ Key Questions to Ask During Interview

• How does Michaels support employee growth within the organization?
• What are the most significant challenges encountered in this role?
• Can you describe the typical career path for someone in this position?
• How does the company support work-life balance for its employees?
• What tools and technologies are critical for success in this role?

ASSUMPTION: Engaging questions demonstrate active interest in the company’s culture, support mechanisms, and advancement opportunities.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume, emphasizing retail management experience.
• Be ready to discuss your customer service philosophy in your interview.
• Consider examples of leadership experiences to share.
• Follow up with hiring managers post-interview to express continued interest.

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