Retail Sales Manager: Customer Experience Leader

Socket.dev; Kelowna; On-site; CAD 28,000 - 34,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Tuition assistance

Employee discounts

Job summary

The Michaels Companies, Inc. is seeking a Sales Manager in Kelowna, BC to lead a high-performing selling culture, drive strong sales results and deliver an engaging customer experience across store operations.

You will coach store teams on SOPs, policy execution, and customer-focused selling while managing MOD coverage, POS systems, and omni-channel services to achieve KPIs and protect assets.

Qualifications

• 3+ years retail leadership experience.

Responsibilities

• Assist Store Manager in leading and managing adherence to SOPs and Company programs to ensure compliance with applicable laws and requirements.
• Ensure execution of Company policies and standards, holding team accountable for store conditions and results.
• Model and coach best-in-class Customer Experience and ART of Selling behaviors, driving conversion and customer satisfaction.
• Provide Manager-on-Duty (MOD) coverage, maintaining floor leadership, service standards, and operational continuity.
• Ensure accurate and efficient use of POS and Self-Checkout systems, supporting smooth transactions and customer support.
• Oversee Balloons business, birthday party operations, and other in-store programs and events
• Promote and enroll customers in the Loyalty Rewards Program, driving retention and repeat visits through consistent execution.
• Champion MCC/Extend services (US only), ensuring team awareness and customer adoption of protection plans and offerings.
• Drive sales and operational excellence in the Knit & Sew Shop, including expertise and oversight of the Cut Bar experience.
• Ensure efficient execution of BOPIS and Same Day Delivery, delivering timely order fulfillment and strong omni-channel service.
• Support Custom Framing operations, including customer consultations and coordination with the frame shop (in select volume frame shops).
• Train, coach, and develop team members through structured TM onboarding and ongoing skill-building across assigned departments.
• Partner in maintaining strong Asset Protection practices, reducing shrink through awareness, compliance, and safe operations.

Job description

The Michaels Companies, Inc. is seeking a Sales Manager in Kelowna, BC to lead a high-performing selling culture, drive strong sales results and deliver an engaging customer experience across store operations.

You will coach store teams on SOPs, policy execution, and customer-focused selling while managing MOD coverage, POS systems, and omni-channel services to achieve KPIs and protect assets.