Retail Customer Experience Leader

michaels; Windham (CT); On-site; USD 24,452,000 - 31,823,000; Full time

Benefits offered by this job

Employee discounts

401(k) with employer match

Health benefits

Job summary

Michaels Mansfield, CT is seeking a Sales Manager to lead front-end and service operations, driving sales and delivering an engaging customer experience to every visitor. You will coach team members, enforce SOPs, and ensure brand standards across daily store activities.

The role requires 3+ years of retail leadership, with responsibilities including POS management, BOPIS and Same Day Delivery, loyalty enrollment, and protection plan adoption. Flexible hours include nights and weekends.

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

Michaels Mansfield, CT is seeking a Sales Manager to lead front-end and service operations, driving sales and delivering an engaging customer experience to every visitor. You will coach team members, enforce SOPs, and ensure brand standards across daily store activities.

The role requires 3+ years of retail leadership, with responsibilities including POS management, BOPIS and Same Day Delivery, loyalty enrollment, and protection plan adoption. Flexible hours include nights and weekends.