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Program Manager - Community & Insights (Remote)

Company: Michaels Stores
Location: Irving
Posted on: May 14, 2022

Job Description:

Support Center - Irving
We're here for the Makers! Come be a part of the team where innovation and teamwork come together to support the most exciting missions in the world!

Michaels is an Equal Opportunity Employer. We are here for all Team Members and all Makers to create, innovate and be better together.

To review a comprehensive list of benefits, please visit

CO, CT and NYC only -To review pay ranges for the position you are applying for, please visit Michaels Pay Ranges - CO, CT and NYC only

The Program Manager - Community & Insights, MakerPlace will support the new business model of selling handmade goods and services on Michaels MakerPlace with ownership of customer insights, community engagement, and educational programs & events. This will include designing, administering, and analyzing customer feedback into actionable insights and recommendations to further the development of the MakerPlace platform. This role will work closely with the MakerPlace community and oversee the creation and management of the StarMaker Program, Seller Academy, and Founder/Influencer Community in addition to ownership of the corresponding attribution, site badging and downstream program features to differentiate the MakerPlace and drive the ecosystem flywheel. In addition to being the primary liaise and serving as the voice for the Maker community, this role will also work closely with product management, tech, CRM, marketing, communications, content management and retention/acquisition to drive the business and buyer/seller success KPIs. An ideal candidate will have expertise in consumer insights and a passion for the maker space with the ability to translate qualitative & quantitative assessments and trends into meaningful insights that improve the overall MakerPlace CX. Bonus if you have worked in the handmade goods and/or have authentic experience as a handmade maker/artist or direct experience with a startup in the creative economy.

We are developing a world-class 3rd Party Marketplace for Maker-Sellers to learn, grow, connect, and sell their handmade finished goods and services. This effort alongside a significantly enhanced site experience and B2B Marketplace will deliver a full transformation of the digital ecosystem for the company.

Major Activities

Customer Insights & Analysis
Structure MakerPlace CI efforts across qualitative and quantitative methods
Define and develop ongoing measuring/reporting mechanisms to track community sentiment, KPIs, benchmarks and inform broader stakeholder and leadership teams
Conduct deep dive analysis on community segments and make recommendations to business teams on potential CX and operational improvements

Education Programs
Hands on direct engagement with Makers to support retention efforts, active monitoring of community healthy, and ecosystem participation for MakerPlace
Own the E2E development, deployment, and maintenance of core MakerPlace education & development programs (StarMaker and Seller Academy)
Partner with CRM and Loyalty teams to define the triggers and engagement model for purposeful and proactive deployment of program content components

Program Management
Lead efforts to analyze weekly community sentiment and satisfaction KPIs to drive effective optimization efforts within the MakerPlace ecosystem
Ownership of defining the tiers and requirements for progression within MakerPlace community programs and mechanisms to drive engagement
Ownership of the MakerPlace terms of use agreement communications, enhancements, and seamless progression from trial to paid accounts
Develop and refine process documentation (SOPs & SLAs) for MakerPlace based on community feedback and insights

Community Engagement & Events
Serve as the owner and gatekeeper to MakerPlace community segments and support testing and insight gathering as needed in Beta and Production environments
Serve as the subject matter expert and primary contact for Maker community outreach including identification and support of StarMaker feature and content contributions
Develop the engagement model and communication mechanism for monitoring and auditing the health of the MakerPlace community across both Seller and Buyer CX
Serve as MakerPlace community advocate and collaborate with Product & IT teams to scope and prioritize platform enhancements
Own coordination and planning of physical MakerPlace activities and events in coordination with the Field, Store Ops, Merchandising, Marketing, and Communications teams
Lead Ad Hoc Projects as requested by leadership
Other duties as assigned

Minimum Knowledge/Skills/Abilities

Minimum Education
Bachelor's Degree in Business, Finance, Mathematics, Data Science, Merchandising, Marketing, or related field required

Minimum Special Certifications Or Technical Skills
Thorough understanding of desktop, mweb, and app technologies
Detailed understanding of eCommerce Systems, Consumer Insights systems, tools, and processes

Minimum Type Of Experience The Job Requires
5-7+ years of program management or customer insights experience in Digital, eCommerce, Tech, or Retail
Experience working with nascent business models, functions, products, services from concept development to launch
Customer obsessed with strong analytic, research, and data analysis skills
Excellent attention to detail and verbal/written communication and interpersonal skills with ability to work effectively across diverse stakeholder teams and directly with end users in a fast-paced environment

Experience with Microsoft suite, including PowerPoint, word, excel and project management software
Authentic experience as a maker of handmade goods/artist or direct experience with an early-stage startup
This position is open to fully remote Team Members
The pay range for this position is $100,000 - $160,000

Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job.

Keywords: Michaels Stores, Irving , Program Manager - Community & Insights (Remote), Executive , Irving, Texas

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