Customer Experience Manager

Michaels; Kansas City (MO); On-site; USD 55,000 - 85,000; Full time

Benefits offered by this job

401(k) with employer match

Medical, dental, and vision coverage

Tuition assistance

Employee discounts

Access to partner discount programs

Job summary

Michaels KC-STATELINE, MO seeks a Sales Manager to lead a high-performing selling culture across the store. You will drive sales, coach the team, and ensure front-end excellence with adherence to SOPs and brand standards.

Responsibilities include MOD coverage, POS optimization, overseeing events and programs, and promoting loyalty enrollment to boost retention and satisfaction. This is a hands-on leadership role in a dynamic retail environment.

Qualifications

• 3+ years retail leadership experience.

Responsibilities

• Lead and champion a high-performing selling culture across the store.
• Oversee front-end and service operations ensuring consistent selling behaviors and brand standards.
• Coach and develop team members to improve customer experience and store results.
• Provide Manager-on-Duty coverage and maintain floor leadership and operational continuity.
• Drive omni-channel service, including BOPIS and Same Day Delivery.

Skills

Store leadership

Customer service coaching

Team leadership

POS operations

Loss prevention

Tools

POS systems

Self-Checkout

Job description

Store - KC-STATELINE, MOThe Sales Manager leads and champions a high-performing selling culture across the store, driving strong sales results and an engaging customer experience. This role oversees front-end and service operations, ensuring consistent execution of selling behaviors, brand standards, and operational expectations. The Sales Manager supports the achievement of key sales and service KPIs through effective leadership, customer-focused coaching, and efficient day-to-day execution.

Major Activities

• Assist Store Manager in leading and managing adherence to Standard Operating Procedures (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.

Other duties as assigned

Minimum Type of Experience Required

• 3+ years retail leadership experience

Work Environment

• Ability to remain standing for long periods of time
• Ability to move throughout the store
• Regular bending, lifting, carrying, reaching, and stretching
• Ability to lift, carry, push, and pull merchandise and fixtures, up to 25-50 pounds with or without reasonable accommodation.
• Ability to climb ladders or step stools to stock and retrieve products.
• Ability to perform repetitive motions, including scanning items, stocking shelves, and operating POS equipment.
• Ability to work in a fast-paced environment with frequent customer interactions.
• Work hours include nights, weekends and early mornings

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

At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.comandMichaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit www.michaels.com.

Michaels offers a range of benefits to support team members and their families.

• 401(k) with employer match
• Employee Assistance Program
• medical, dental, and vision coverage
• telemedicine services
• flexible spending accounts
• commuter benefits
• tuition assistance
• adoption assistance
• various voluntary insurance options
• employee discounts
• access to partner discount programs

For a summary of benefits, visit the Michaels Benefits at a Glance page.

For additional information regarding benefits, visit MIKBenefits.com

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

Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL).

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