Retail Sales & Customer Experience Leader

michaels; New York (NY); On-site; USD 51,577,000 - 66,477,000; Full time

Benefits offered by this job

401(k) with employer match

Medical coverage

Dental coverage

Vision coverage

Telemedicine services

Flexible Spending Accounts

Commuter benefits

Tuition assistance

Adoption assistance

Voluntary insurance options

Job summary

Michaels Queens store is seeking a Sales Manager to lead a high-performance selling culture with a focus on customer experience and operational excellence. You will oversee front-end operations, coach teams, and ensure consistency with brand standards while driving KPI achievement.

Responsibilities include MOD coverage, POS accuracy, loyalty program promotion, and omni-channel service delivery (BOPIS/Same Day Delivery).

Qualifications

• 3+ years retail leadership experience.
• Ability to lead front-end and service operations according to SOPs and policies.
• Drive KPIs through coaching, sales and customer-focused leadership.

Responsibilities

• Lead store operations and ensure SOPs and company standards are followed.
• Model and coach customer experience and selling behaviors to drive conversions.
• Provide MOD coverage and maintain floor leadership and service standards.
• Ensure accurate and efficient use of POS and Self-Checkout systems.
• Oversee store programs (Loyalty, MCC/Extend, in-store events) and omni-channel service (BOPIS, SDD).
• Train and develop team members through onboarding and ongoing coaching.

Skills

Leadership

Customer experience

Coaching

Sales performance

Operations management

POS systems

Self-Checkout

Loyalty programs

Team training

Tools

POS system

Self-Checkout

Loyalty program enrollment

Job description

Michaels Queens store is seeking a Sales Manager to lead a high-performance selling culture with a focus on customer experience and operational excellence. You will oversee front-end operations, coach teams, and ensure consistency with brand standards while driving KPI achievement.

Responsibilities include MOD coverage, POS accuracy, loyalty program promotion, and omni-channel service delivery (BOPIS/Same Day Delivery).