UPDATED PT Customer Experience Manager

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📌 Core Information

🔹 Job Title: UPDATED PT Customer Experience Manager

🔹 Company: Michaels Stores

🔹 Location: United States

🔹 Job Type: On-site

🔹 Category: 🎧 Customer Experience (CX)

🔹 Date Posted: Tue Apr 01 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
• Managing and delivering effective front-end operations
• Leading omnichannel processes
• Ensuring compliance with company policies and procedures

ASSUMPTION: This role focuses on enhancing customer experience by efficiently managing store operations and leading the team to achieve performance targets, emphasizing the importance of customer satisfaction.

📋 Key Responsibilities

✅ Lead and manage front-end operations and customer experience

✅ Ensure adherence to Standard Operating Procedures (SOPs)

✅ Execute company policies and store condition standards

✅ Plan and execute in-store events and classes

✅ Manage and execute safety and shrink programs

✅ Assist with cash reconciliation and bank deposits

✅ Train and coach customer experience team members

✅ Serve as Manager on Duty (MOD)

✅ Participate in truck unloading and inventory processes

✅ Cross-train in custom framing and plan workload as needed

ASSUMPTION: Responsibilities include leading a team while actively involving in various store operations and customer interactions to ensure optimal service delivery and safety compliance.

🎯 Required Qualifications

Education: Not specified

Experience: Retail management experience preferred

Required Skills:

• Customer Service
• Retail Management
• Team Leadership
• Standard Operating Procedures
• Inventory Management

Preferred Skills:

• Cash Reconciliation
• Event Planning
• Coaching
• Talent Development

ASSUMPTION: Preferred qualifications include previous management experience and strong leadership skills to oversee store operations and drive team performance effectively.

💰 Compensation & Benefits

Salary Range: Not specified, typical for retail management roles at Michaels

Benefits:

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

Working Hours: 40 hours per week, with potential for nights, weekends, and early mornings

ASSUMPTION: Compensation and benefits are likely competitive within the retail industry, and detailed specifics should be confirmed with Michaels for accuracy.

📌 Applicant Insights

🔍 Company Context

Industry: Retail, focused on creativity and arts & crafts

Company Size: 10,001+ employees, offering substantial resources and support structures

Founded: 1973, with a rich history in retail

Company Description:

• Market leader in creativity and art supplies across North America
• Operates over 1,300 stores in the United States and Canada
• Also owns Artistree, specializing in custom framing merchandise

Company Specialties:

• Crafts
• Framing
• Floral

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

ASSUMPTION: As a large retail company, Michaels likely offers robust career opportunities, training, and comprehensive benefits to enhance employee satisfaction and loyalty.

📊 Role Analysis

Career Level: Mid-level management

Reporting Structure: Reports to the Store Manager

Work Arrangement: On-site, with hands-on management responsibilities

Growth Opportunities:

• Advancement to Store Manager or other senior positions within the retail network
• Opportunities to cross-train in different departments
• Potential to contribute to company-wide projects and initiatives

ASSUMPTION: This position provides significant growth opportunities for individuals aspiring to high-impact roles in retail management.

🌍 Location & Work Environment

Office Type: Retail storefront with full public-facing interaction

Office Location(s): Various throughout the United States

Geographic Context:

• Prime locations in vibrant shopping areas
• Accessible to public transportation
• Dynamic and customer-focused atmosphere

Work Schedule: Includes variability to cover evenings, weekends, and potentially early mornings

ASSUMPTION: Retail environments at Michaels stores are likely fast-paced, requiring flexibility and strong customer service orientation.

💼 Interview & Application Insights

Typical Process:

• Initial online application submission
• Phone or in-person interviews with HR and management
• Potential skills or scenario-based assessments

Key Assessment Areas:

• Leadership capabilities and managing cross-departmental tasks
• Customer service excellence and problem-solving ability
• Knowledge of retail SOPs and policy compliance

Application Tips:

• Highlight past retail management experience
• Demonstrate strong customer service and leadership skills
• Prepare examples of problem-solving in a retail context

ATS Keywords: Customer Service, Retail Management, Omnichannel, Inventory Management

ASSUMPTION: It is assumed that the application process at Michaels may include a mix of traditional and scenario-based interviews to ensure candidate suitability for their dynamic work environment.

🛠️ Tools & Technologies

• Retail management systems
• Customer relationship management tools
• Inventory management software

ASSUMPTION: Familiarity with retail-focused software tools is likely beneficial, with on-the-job training provided by Michaels as needed.

👔 Cultural Fit Considerations

Company Values:

• Creativity and innovation
• Commitment to community
• Customer focus and team collaboration

Work Style:

• Hands-on and interactive retail environment
• Focus on customer satisfaction
• Collaborative teamwork with clear leadership roles

Self-Assessment Questions:

• How do you handle challenging scenarios in customer service?
• What strategies do you use for team leadership?
• How do you prioritize tasks in a fast-paced environment?

ASSUMPTION: Cultural fit at Michaels encompasses creativity, a strong customer focus, and an emphasis on teamwork and leadership in all roles.

⚠️ Potential Challenges

• Managing high store traffic during peak periods
• Ensuring staff adherence to safety and shrink protocols
• Balancing multiple tasks and responsibilities simultaneously
• Maintaining customer satisfaction and team morale

ASSUMPTION: Challenges in this role may revolve around balancing the demands of retail operations with maintaining high levels of customer service and employee performance.

📈 Similar Roles Comparison

• Customer Experience Manager vs. Assistant Store Manager
• Retail Supervisor roles in other arts & crafts-focused brands
• Multi-department leadership roles within retail chains

ASSUMPTION: Similar roles may share responsibilities like managing customer experiences and operations, but differ in scope and specific focus areas.

📝 Sample Projects

• Planning and executing an in-store holiday event
• Leading a staff training workshop on customer engagement
• Implementing a new inventory management process

ASSUMPTION: Sample projects are likely centered on improving store operations and enhancing customer interactions under the guidance of senior management.

❓ Key Questions to Ask During Interview

• What are the main goals for the Customer Experience Manager over the next year?
• How does Michaels support ongoing training and development for this role?
• What are some key challenges in this position?
• Can you describe the management style of the Store Manager?
• What measures does Michaels use to assess customer satisfaction?

ASSUMPTION: Key questions should aim to clarify job expectations, growth opportunities, and team dynamics to inform candidate decisions effectively.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through the Michaels career portal
• Prepare your resume to highlight relevant management experience
• Include specific examples of past achievements in retail
• Tailor your cover letter to reflect an understanding of Michaels' values
• Follow up with the hiring manager after application submission

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

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