Retail Manager – Customer Experience Manager Part Time

As a Retail Manager – Customer Experience Manager at Michaels, your main responsibilities include overseeing front-end operations, managing omnichannel processes, maintaining store recovery standards, and delivering exceptional customer service. You'll also assist the Store Manager with adherence to Standard Operating Procedures and ensure compliance with laws and company policies.

To qualify for the Retail Manager – Customer Experience Manager position at Michaels, prior retail management experience is preferred. Candidates should showcase strong leadership skills, an ability to coach team members, effective communication skills, and an understanding of inventory processes to ensure successful store operations.

Michaels prioritizes a positive shopping experience by having Retail Managers – Customer Experience Managers lead the team in executing friendly customer service, maintaining store standards, and engaging with customers in a respectful manner. Through training and continual support, managers help their teams effectively meet customer needs and uphold the brand's values.

The work environment for a Retail Manager at Michaels is lively and customer-focused, situated within a public retail store setting. You’ll be on your feet for most of the day, managing various processes in a climate-controlled area, while also participating in manual tasks like unloading trucks or stocking shelves as necessary.

Michaels is committed to the personal and professional development of its team. Retail Managers – Customer Experience Managers have opportunities for mentoring, ongoing training, and participation in the performance management process to foster talent development and prepare for potential career growth within the company.

In your response, highlight specific roles and responsibilities you've had in retail management, emphasizing your achievements, such as improving team performance or enhancing customer satisfaction. Provide examples of how you've led teams or implemented successful strategies in previous positions.

Discuss your strategies for keeping both staff and operations aligned with company policies. This could include regular training sessions, open communication, and the implementation of standard operating procedures. Emphasize your commitment to maintaining high standards in compliance.

Stay calm and professional in your response. Explain your approach, which should involve actively listening to the customer's concerns, empathizing with their feelings, and finding a feasible solution to address their issue while ensuring the company's policies are upheld.

Share your methods for team development, such as hands-on training, mentorship, and providing constructive feedback. Emphasize the importance of fostering a positive learning environment and encouraging continuous growth among team members.

Outline your approach to ensuring customer service remains a priority, which might involve setting clear expectations for your team, monitoring performance metrics, and regularly seeking customer feedback to make improvements where necessary.

Discuss your familiarity with inventory processes such as product receiving, stock management, and shrink control. Share examples of how you've successfully managed inventory levels and executed best practices in past roles.

Provide a specific example of an event you organized, detailing your planning process, how it engaged customers, and the positive outcomes it achieved, such as increased sales or customer engagement.

Talk about your approach to identifying the root causes of underperformance, discussing it with team members, and implementing a clear plan for improvement. Emphasize your willingness to provide support and resources to help them succeed.

Articulate your view on key elements of an exceptional customer experience, such as connecting with customers, understanding their needs, and delivering timely and effective service. You could also mention the importance of creating an inviting atmosphere.

Express your passion for creativity and retail as well as your admiration for Michaels as a leader in the crafting space. Mention how your values align with the company’s mission and how your skills and experiences would contribute positively to the team.