Retail Sales & Customer Experience Leader

Michaels; Glen Allen (AL); On-site; USD 19,000 - 27,000; Full time

Benefits offered by this job

Employee discounts

Job summary

Michaels in the United States is hiring a Sales Manager to lead and champion a high-performing selling culture across the store, driving strong sales and an engaging customer experience in Richmond, VA. You will oversee front-end and service operations, ensuring brand standards and SOP compliance while coaching teams to meet KPI targets.

The role emphasizes customer-focused coaching, POS operations, loyalty programs, and omni-channel order fulfillment, including BOPIS and Same Day Delivery.

Qualifications

• 3+ years retail leadership experience.
• Ability to work nights, weekends and early mornings.
• Strong customer service and selling behaviors aligned with brand standards.

Responsibilities

• Assist Store Manager in leading and managing SOPs and company programs to ensure compliance with 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 to drive conversion and satisfaction.
• Provide Manager-on-Duty coverage, maintaining floor leadership and operational continuity.
• Ensure accurate and efficient use of POS and Self-Checkout systems, supporting transactions and customer support.
• Oversee in-store events and programs including Balloons and Knit & Sew Shop activities.
• Promote and enroll customers in the Loyalty Rewards Program to drive retention.
• Champion MCC/Extend services and protection plan adoption.
• Drive sales and omni-channel excellence in the Knit & Sew Shop and Cut Bar experience.
• Ensure efficient BOPIS and Same Day Delivery execution.
• Support Custom Framing operations with customer consultations and coordination with frame shop.
• Train, coach, and develop team members through structured onboarding and ongoing skill-building.
• Partner in maintaining Asset Protection practices to reduce shrink.

Skills

Retail leadership

Customer service coaching

Operational execution

Tools

POS systems

Self-Checkout

Job description

Michaels in the United States is hiring a Sales Manager to lead and champion a high-performing selling culture across the store, driving strong sales and an engaging customer experience in Richmond, VA. You will oversee front-end and service operations, ensuring brand standards and SOP compliance while coaching teams to meet KPI targets.

The role emphasizes customer-focused coaching, POS operations, loyalty programs, and omni-channel order fulfillment, including BOPIS and Same Day Delivery.