Full Time Customer Experience Manager

As a Full Time Customer Experience Manager at The Michaels Companies, your primary responsibilities include managing front-end operations, leading a customer service team, and ensuring adherence to Standard Operating Procedures. You'll assist the Store Manager in operational tasks like cash reconciliation and inventory processes while organizing in-store events that engage our customers and promote creativity.

To qualify for the Full Time Customer Experience Manager position at Michaels, you should have prior retail management experience and a passion for customer service. Strong leadership skills, the ability to train and inspire a team, as well as excellent communication skills are crucial to succeed in this role.

The Full Time Customer Experience Manager is crucial to customer satisfaction at Michaels by ensuring a welcoming and efficient shopping experience. By managing the store's front-end operations, leading customer interactions, and resolving issues promptly, you'll help maintain a positive atmosphere that aligns with Michaels' brand promises.

As a Full Time Customer Experience Manager at Michaels, you can expect a dynamic work environment that involves both public retail areas and backroom operations. The role requires standing for long periods, lifting, and engaging positively with both customers and Team Members in a supportive and climate-controlled setting.

Michaels offers a range of competitive benefits for Full Time Customer Experience Managers, including comprehensive health insurance (medical, dental, and vision), paid time off, generous employee discounts, and tuition assistance. We prioritize the wellbeing of our teams to ensure a fulfilling work experience.

In handling difficult customer situations, it's vital to remain calm and listen actively to the customer's concerns. Convey empathy, and seek a solution that aligns with Michaels' policies. For example, you might say: 'I understand your frustration, and I'm here to help find a resolution that works for both of us.'

In my previous retail management role, I successfully led a diverse team by providing clear expectations and ongoing training. I believe in encouraging open communication, recognizing individual contributions, and conducting regular performance reviews to develop each Team Member's skills.

To enhance customer experience, I would prioritize tailored customer interactions, ensure product availability, and organize engaging in-store events. Utilizing feedback from customers and Team Members helps implement effective strategies that align with our brand vision and improves overall satisfaction.

I prioritize tasks by assessing their urgency and impact on store operations and customer experience. I use tools like daily task lists and team meetings to communicate expectations, ensuring everyone is aligned. This approach allows me to balance immediate needs with long-term objectives effectively.

Omnichannel retailing is crucial as it integrates all customer touchpoints, providing a seamless shopping experience. As a manager, I would ensure our in-store efforts align with online strategies, leveraging customer data to improve service and drive both in-store and online sales.

I once mentored a cashier who initially struggled with customer service interactions. Through regular coaching sessions, role-playing scenarios, and consistent feedback, I saw her confidence grow. Eventually, she became a lead in customer engagement initiatives, significantly boosting overall store performance.

Effectively managing shrink and safety programs involves training the team on loss prevention techniques and ensuring compliance with safety protocols. I would conduct regular audits and encourage Team Members to report suspicious activities, fostering a culture of vigilance and accountability.

I ensure adherence to Standard Operating Procedures by conducting regular training sessions, providing clear guidelines, and performing frequent evaluations. Encouraging open dialogue about SOPs allows team members to feel invested in maintaining workplace standards.

To assess customer satisfaction, I would use methods such as customer feedback surveys, direct observations during peak and quiet times, and regular discussions with Team Members about customer interactions. This data can guide necessary improvements and highlight successful practices.

Leading a team through changes requires transparent communication and a support framework. I would hold team meetings to discuss upcoming changes, gather feedback, and reassure my team with support during the transition. Celebrating small milestones encourages adaptability and engagement.