Retail - FT - Customer Experience Manager - Includes Nights & Weekends - Yorktown Heights NY

📌 Core Information

🔹 Job Title: Retail - FT - Customer Experience Manager - Includes Nights & Weekends - Yorktown Heights NY

🔹 Company: Michaels Stores

🔹 Location: Yorktown Heights, NY, United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Sun Mar 30, 2025

🔹 Experience Level: 2-5 years

🔹 Remote Status: On-site

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Providing a customer-centric shopping experience
• Managing front-end operations and leading the omnichannel processes
• Maintaining store recovery standards to deliver brand promises
• Executing class and in-store events in accordance with company programs

ASSUMPTION: This role emphasizes strong leadership to ensure customer satisfaction through effective operations and staff management. Assumed focus on adaptability due to varied tasks and interactions with customers.

📋 Key Responsibilities

✅ Assist Store Manager in adherence to SOPs and compliance with laws

✅ Ensure execution of company policies and manage store conditions

✅ Lead the omnichannel processes and event planning

✅ Manage and execute shrink and safety programs

✅ Assist with cash reconciliation and inventory processes

✅ Onboard and train new team members

✅ Serve as Manager on Duty (MOD)

✅ Cross-train in Custom Framing where applicable

ASSUMPTION: Key responsibilities focus on effective team leadership and operational oversight. Assumed emphasis on multitasking and dynamic work environment due to broad range of duties.

🎯 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: Preference for candidates with extensive customer service and leadership experience to ensure effective team management and customer interaction.

💰 Compensation & Benefits

Salary Range: $18.00 - $23.20 per hour

Benefits:

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

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

ASSUMPTION: The compensation includes competitive hourly pay and a comprehensive benefits package, appealing to those seeking stability and additional incentives.

📌 Applicant Insights

🔍 Company Context

Industry: Retail

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

Founded: 1973, with a long-standing presence in the creative retail market

Company Description:

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

Company Specialties:

• Crafts and framing
• DIY projects and handmade goods
• Ecommerce platforms

Company Website: www.michaels.com

ASSUMPTION: With a stronghold in the creative sector, Michaels is positioned as a supportive workplace for innovation and creativity, beneficial for growth-oriented individuals.

📊 Role Analysis

Career Level: Mid-level management position

Reporting Structure: Reports to the Store Manager

Work Arrangement: On-site role requiring presence during non-traditional hours

Growth Opportunities:

• Potential for advancement to higher-level store management positions
• Opportunities for specialized training and development
• Exposure to varied aspects of retail operations beyond customer service

ASSUMPTION: The role provides a platform for cultivating leadership skills and advancing within the retail management hierarchy.

🌍 Location & Work Environment

Office Type: Retail store environment with public interaction

Office Location(s): Primarily Yorktown Heights, NY

Geographic Context:

• Located in a suburban retail area
• Accessible by major roads and public transportation
• Part of a dynamic retail community

Work Schedule: Involves weekends and shifts during nights; flexibility required

ASSUMPTION: Given the location and environment, a candidate must adapt to high foot traffic and diverse customer interactions.

💼 Interview & Application Insights

Typical Process:

• Online application submission
• Initial telephone screening
• On-site interview with store management

Key Assessment Areas:

• Customer service aptitude
• Leadership and team management
• Problem-solving skills in retail context

Application Tips:

• Emphasize leadership and customer service experiences in your resume
• Prepare examples of past retail management achievements
• Research Michaels' current programs and initiatives

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

ASSUMPTION: The selection process likely assesses practical management abilities and cultural fit within Michaels' value-driven community.

🛠️ Tools & Technologies

• Omnichannel retail platforms
• Inventory management systems
• Safety compliance software

ASSUMPTION: Assumed familiarity with current retail technologies that support efficient store operations and customer interaction.

👔 Cultural Fit Considerations

Company Values:

• Creativity and innovation
• Customer-centric service
• Collaboration and teamwork

Work Style:

• Proactive and solution-oriented
• Adaptable to non-traditional hours and roles
• Emphasizes team success over individual achievements

Self-Assessment Questions:

• How do you handle customer dissatisfaction and resolve complaints?
• What strategies do you use to lead a diverse team effectively?
• Can you describe a time when you implemented a new process successfully?

ASSUMPTION: A cultural fit involves aligning with Michaels’ vision of creativity and service, emphasizing teamwork and adaptability in retail settings.

⚠️ Potential Challenges

• Balancing customer satisfaction with operational demands
• Managing a team with varying levels of experience
• Adapting to fluctuating retail trends and demands
• Handling the physical demands of retail work

ASSUMPTION: Challenges arise mainly from the dynamic retail environment and the need for consistent team and process management.

📈 Similar Roles Comparison

• Focus on operational efficiency and customer experience similar to other retail roles
• Enhanced emphasis on omnichannel capabilities compared to smaller retail stores
• Broader scope in event and marketing planning within the store

ASSUMPTION: The role stands out due to its significant focus on omnichannel integration and proactive event planning compared to typical customer service management roles.

📝 Sample Projects

• Develop and lead a customer rewards program rollout
• Organize and execute a seasonal in-store workshop series
• Implement a new inventory tracking system to reduce shrinkage

ASSUMPTION: Projects likely involve coordination between different departments and integration of companywide initiatives, requiring both technical and leadership skills.

❓ Key Questions to Ask During Interview

• What are the specific goals for the customer experience team this quarter?
• How does Michaels measure success in this role?
• What training programs are available for new hires?
• How are omnichannel strategies currently being implemented in the store?
• Can you describe a typical day for someone in this position?

ASSUMPTION: Interviews likely probe candidates' understanding of retail dynamics and their strategic approach to enhancing customer experience.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Prepare your resume highlighting relevant retail and management experience
• Ensure alignment of your profile with identified key skills and ATS keywords
• Research Michaels' company values and recent initiatives
• Contact Customer Care for accommodation requests if needed

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