Part time Customer Experience Manager

As a Part-time Customer Experience Manager at Michaels, your responsibilities include managing front-end operations to provide a customer-centric shopping experience, planning in-store events, maintaining compliance with company policies, and leading staff in delivering outstanding service. You'll assist the Store Manager in ensuring the team adheres to Standard Operating Procedures while also focusing on performance metrics.

For the role of Part-time Customer Experience Manager at Michaels, retail management experience is highly preferred. You should possess excellent communication skills, a positive attitude, and the ability to lead a team effectively. Also, a passion for customer service and a willingness to learn about the creative products and services we offer will be essential.

Michaels is committed to the professional development of its team members. As a Part-time Customer Experience Manager, you will receive comprehensive training, mentorship opportunities, and access to resources aimed at improving your skills in customer service and team leadership. The company promotes a culture of continuous learning and encourages participation in the performance management process to optimize individual growth.

A typical day for a Part-time Customer Experience Manager at Michaels involves overseeing front-end operations, coaching and mentoring your team, ensuring customer satisfaction, and executing various operational tasks. You'll engage with customers, help locate products, and participate in stocking and inventory processes, all while maintaining a pleasant shopping environment.

Michaels seeks candidates for the Part-time Customer Experience Manager position who demonstrate strong leadership qualities, a focus on customer service, and the ability to uphold company values. Candidates should be proactive, adaptable, and possess problem-solving skills to handle various store operations and customer interactions efficiently.

Excellent customer service is about understanding customers' needs and providing tailored solutions. It involves patient listening, effective communication, and ensuring a positive experience from start to finish. As a Part-time Customer Experience Manager, I would emphasize the importance of building rapport with customers and swiftly addressing their concerns to foster loyalty.

In a previous role, a customer expressed frustration with a product. I listened attentively to their concerns, empathized with their situation, and offered a solution by exchanging the product and providing a discount on their next purchase. This approach not only resolved the issue but also turned a dissatisfied customer into a loyal one.

To enhance my team's performance, I would implement regular training sessions focusing on service excellence, run team-building activities that promote collaboration, and set clear performance expectations. Furthermore, I’d cultivate an open environment where team members feel comfortable sharing feedback and suggestions for improvement.

During peak times, I prioritize tasks based on customer impact and urgency. I would focus on direct customer interactions first and delegate operational tasks accordingly, ensuring that my team remains engaged and motivated to complete their responsibilities without compromising service quality.

Empathy is vital in managing a customer experience team as it fosters a positive work environment. By understanding my team’s challenges, I can provide the necessary support and encouragement that empowers them to deliver exceptional service to customers, resulting in both employee satisfaction and customer loyalty.

I would address disagreements within the team by facilitating open communication and encouraging team members to express their perspectives. I believe in mediating the discussion to facilitate a resolution that respects individual opinions while focusing on team cohesion and the common goal of delivering great customer service.

My experience with omnichannel retail strategies includes implementing approaches that unify online and in-store experiences. I have coordinated campaigns that engage customers across different platforms, ensuring that they receive consistent messaging and service, thus improving overall customer satisfaction and sales.

To ensure compliance with store policies and procedures, I would conduct regular training sessions with my team to keep them updated on expectations. Additionally, I would utilize checklists and performance reviews to monitor adherence and address any discrepancies as needed, fostering a culture of accountability.

To assist new team members in acclimating to their roles, I would provide a structured onboarding process that includes shadowing experienced staff, hands-on training, and regular check-ins. Creating an environment where they feel welcomed and supported would be crucial in helping them gain confidence and proficiency in their roles quickly.

To enhance the shopping experience, I would focus on creating a welcoming atmosphere, ensuring ample staff coverage during peak times, and promoting store events that engage customers. Additionally, I would actively gather customer feedback to identify areas for improvement in both service and product offerings.