Retail Customer Experience Leader

Michaels Stores; Missoula (MT); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) with employer match

Medical insurance

Dental and vision coverage

Tuition assistance

Employee discounts

Commuter benefits

Job summary

The Michaels Companies Inc. is seeking a Sales Manager in Missoula, MT to lead a high-performing selling culture and oversee front-end operations, customer experience, and daily execution. You will coach the team, manage SOPs, and drive KPIs across sales and service for strong store results.

Responsibilities include coaching, ensuring policy compliance, managing POS systems, and leading store events and loyalty programs to boost customer retention and satisfaction.

Qualifications

• 3+ years retail leadership experience.

Responsibilities

• Assist Store Manager in leading and managing adherence to SOPs and Company programs.
• Ensure execution of policies and standards, holding team accountable for store conditions and results.
• Model and coach Customer Experience and selling behaviors to drive conversion and satisfaction.
• Provide Manager-on-Duty coverage and maintain floor leadership and service standards.
• Oversee POS and Self-Checkout usage to support smooth transactions.
• Oversee in-store programs and events (Balloons, birthday parties, etc.).
• Promote and enroll customers in Loyalty Rewards Program to drive retention.
• Champion MCC/Extend services and protection plans for customers.
• Drive sales and omni-channel fulfillment in Knit & Sew Shop and Cut Bar.
• Ensure efficient BOPIS and Same Day Delivery execution.
• Support Custom Framing operations with consultations and coordination.
• Train and develop team members through onboarding and ongoing skill-building.
• Partner to maintain Asset Protection practices and reduce shrink.

Job description

The Michaels Companies Inc. is seeking a Sales Manager in Missoula, MT to lead a high-performing selling culture and oversee front-end operations, customer experience, and daily execution. You will coach the team, manage SOPs, and drive KPIs across sales and service for strong store results.

Responsibilities include coaching, ensuring policy compliance, managing POS systems, and leading store events and loyalty programs to boost customer retention and satisfaction.