Nights & Weekends Customer Experience Manager

As a Nights & Weekends Customer Experience Manager at Michaels, your primary responsibilities include managing front-end operations, ensuring adherence to Standard Operating Procedures (SOPs), training and developing your team, and leading omnichannel processes. You'll also plan and execute in-store events, assist with cash reconciliation and inventory processes, and serve as the Manager on Duty, promoting customer engagement and satisfaction.

To become a Nights & Weekends Customer Experience Manager at Michaels, prior retail management experience is preferred. Candidates should possess strong leadership skills, the ability to manage a team effectively, and a commitment to delivering excellent customer service. Having a creative mindset and the willingness to train others is essential for success in this role.

At Michaels, the performance management process for a Nights & Weekends Customer Experience Manager involves regular coaching, observing, and providing feedback to your team members. You will participate in setting achievable KPIs, encouraging self-development, and supporting talent development to help your team flourish in their roles.

The store environment for Nights & Weekends Customer Experience Managers at Michaels is dynamic and customer-focused. You'll be working primarily in a retail store setting where you engage with customers and manage your team. Physical requirements include being on your feet for extended periods, interacting in public areas, and occasional outdoor work, making it essential to have a proactive and positive attitude.

Yes, there are ample opportunities for team development as a Nights & Weekends Customer Experience Manager at Michaels. You will be responsible for training new team members, providing ongoing coaching, and guiding them in achieving their KPIs. Michaels is committed to the growth of its employees and encourages continuous self-development.

When faced with a difficult customer situation, it's crucial to remain calm and listen actively. Acknowledge their concerns and work towards a solution that aligns with Michaels’ customer service values. Demonstrating empathy and offering alternatives can help to de-escalate the situation and turn it into a positive experience.

In managing a retail team, focus on highlighting your leadership style and successes. Discuss how you have trained team members, fostered teamwork, and achieved KPIs. Providing examples of how you have supported individual team development and resolved conflicts can demonstrate your capabilities effectively.

To improve customer engagement during peak hours, consider implementing staff rotation to ensure all areas of the store are adequately covered. Encourage your team to proactively greet customers, assist with finding products, and communicate store promotions. Additionally, consider scheduling team members to focus specifically on customer interaction during busy times.

Prioritizing tasks in a fast-paced retail environment involves assessing which tasks directly impact customer satisfaction and store operations. Use a checklist to manage tasks based on urgency and importance. Delegate responsibilities among team members to ensure all crucial tasks are addressed efficiently while maintaining high service levels.

When discussing your experience with omnichannel processes, share specific examples of how you've successfully integrated online and offline customer experiences. Highlight any familiarity you have with systems that track inventory, facilitate online sales, and manage customer inquiries through multiple channels.

Promoting Michaels’ brand values among your team can be done through regular training and team meetings that focus on incorporating these values into everyday tasks. Encourage team discussions about creativity and customer service excellence, and recognize team members who embody these values in their work.

Discuss a specific instance when you trained a new team member by detailing the training methods you used. Mention how you assessed their initial skills, tailored training to fit their learning style, and provided ongoing support to ensure they became confident in their roles, ultimately contributing to the team's performance.

To ensure compliance with standard operating procedures, I utilize regular training and audits to keep the team informed of necessary policies. I promote a culture of accountability where team members feel comfortable asking questions and reporting issues, fostering a proactive approach to maintaining store standards.

In my previous roles, I handled cash management by following established protocols for cash reconciliation and ensuring that cash handling procedures were communicated and adhered to by all team members. Emphasize the importance of accuracy and accountability as part of this process.

Teamwork is essential in achieving success as a Nights & Weekends Customer Experience Manager. Collaboration among team members leads to more effective problem-solving, enhanced customer service, and improved store operations. Discuss how you foster a positive team dynamic through communication, shared goals, and collective accountability.