Retail Sales & Customer Experience Leader

Michaels; Indianapolis (IN); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

401(k) match

Medical coverage

Dental coverage

Vision coverage

Telemedicine

FSA

Tuition assistance

Adoption assistance

Employee discounts

Partner discounts

Job summary

Michaels in Indianapolis is seeking a Sales Manager to lead a high-performing team and deliver an engaging customer experience. You will oversee front-end and service operations, coach associates, and ensure SOPs and brand standards are consistently followed while driving sales and key KPIs.

Role includes MOD coverage, accurate POS usage, and omni-channel services like BOPIS and Same Day Delivery, plus enrollment in loyalty programs and MCC/Extend services.

Qualifications

• 3+ years retail leadership experience.

Responsibilities

• Assist Store Manager in leading and managing adherence to SOPs and Company programs.
• Ensure execution of Company 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 MOD coverage, maintaining floor leadership, service standards, and operational continuity.
• Ensure accurate and efficient use of POS and Self-Checkout systems, supporting smooth transactions.
• Oversee in-store programs and events (Balloons, birthday party operations, etc.).
• Promote and enroll customers in the Loyalty Rewards Program, driving retention.
• Drive sales and operational excellence in Knit & Sew Shop, and oversee Cut Bar experience.
• Support BOPIS and Same Day Delivery for timely order fulfillment.
• Train, coach, and develop team members through structured onboarding and ongoing skill-building.
• Partner in maintaining Asset Protection practices to reduce shrink.

Job description

Michaels in Indianapolis is seeking a Sales Manager to lead a high-performing team and deliver an engaging customer experience. You will oversee front-end and service operations, coach associates, and ensure SOPs and brand standards are consistently followed while driving sales and key KPIs.

Role includes MOD coverage, accurate POS usage, and omni-channel services like BOPIS and Same Day Delivery, plus enrollment in loyalty programs and MCC/Extend services.