In-Store Retail Sales Manager: Customer Experience Leader

Michaels; Ridgefield (CT); On-site; USD 24,000 - 32,000; Full time

Benefits offered by this job

401(k) with employer match

Employee discounts

Medical coverage

Dental coverage

Vision coverage

Job summary

Michaels in Ridgefield, CT is hiring a Sales Manager to lead a high-performing selling culture across the store, overseeing front-end and service operations while ensuring brand standards and operational excellence.

You will coach teams, drive KPIs, manage MOD coverage, and champion customer experience, loyalty programs, and omni-channel services including BOPIS and Same Day Delivery. This role requires strong leadership and a customer-first mindset.

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

Michaels in Ridgefield, CT is hiring a Sales Manager to lead a high-performing selling culture across the store, overseeing front-end and service operations while ensuring brand standards and operational excellence.

You will coach teams, drive KPIs, manage MOD coverage, and champion customer experience, loyalty programs, and omni-channel services including BOPIS and Same Day Delivery. This role requires strong leadership and a customer-first mindset.