Customer servicer Supervisor/Manager (Full-time)

The Michael's Companies; Everett (MA); On-site; USD 22,000 - 30,000; Full time

Job summary

The Michaels Companies in Everett, MA, is seeking a Sales Manager who will lead a high-performing selling culture across the store and drive strong sales results and customer experience. You will oversee front-end and service operations, coach teams, and ensure SOPs, policy execution, and brand standards are met to achieve KPIs.

Responsibilities include MOD coverage, POS accuracy, in-store programs, loyalty enrollment, omni-channel services, and collaboration with framing and craft departments.

Qualifications

• 3+ years retail leadership experience.
• Flexibility to work nights, weekends, and early mornings.
• Ability to stand for long periods and move throughout the store.

Responsibilities

• Lead and model SOPs and Company programs to ensure compliance and performance.
• Coach customer experience and selling behaviors to boost conversion and satisfaction.
• Provide MOD coverage, maintain floor leadership, and ensure service standards.
• Ensure accurate use of POS and Self-Checkout systems for smooth transactions.
• Oversee Balloons, birthday parties, and other in-store programs and events.
• Promote Loyalty Rewards Program to drive retention and visits.
• Champion MCC/Extend services and customer adoption (US only).
• Drive sales and omni-channel excellence in Knit & Sew Shop and Cut Bar.
• Ensure BOPIS and Same Day Delivery execution for timely fulfillment.
• Support Custom Framing operations and frame shop coordination.
• Train, coach, and develop team through onboarding and ongoing development.
• Partner on Asset Protection to reduce shrink and protect assets.

Skills

Leadership

Sales

Customer service

Coaching

POS operation

Tools

POS systems

Self-Checkout

Job description

Store - BOS-EVERETT, MAThe 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.****Total Base Pay Range for this Position:**$16.00 - $22.20This position may be eligible for overtime compensation in accordance with state and local laws.