Retail Sales Leader — Customer Experience Champion

Michaels Stores; Gurnee (IL); On-site; USD 22,000 - 30,000; Full time

Benefits offered by this job

Employee discounts

Job summary

The Michaels Companies Inc. in CHI-GURNEE, IL is seeking a Sales Manager to lead a high-performing selling culture across the store, driving sales, service and operational excellence. You will coach teams, execute SOPs and ensure brand standards are met.

This role covers front-end operations, POS systems, BOPIS and Same Day Delivery, and programs like Loyalty Rewards and protection plans. Strong leadership and customer-focused coaching are essential.

Qualifications

• 3+ years retail leadership experience.

Responsibilities

• Lead and manage adherence to 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 Customer Experience and ART of Selling behaviors to drive conversion and satisfaction.
• Provide Manager-on-Duty 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, birthday party operations, and other in-store programs and events.
• Promote and enroll customers in the Loyalty Rewards Program, driving retention and repeat visits.
• Champion MCC/Extend services, ensuring adoption of protection plans and offerings.
• Drive sales and operational excellence in the Knit & Sew Shop, incl. Cut Bar experience oversight.
• Ensure efficient execution of BOPIS and Same Day Delivery, delivering timely order fulfillment and omni-channel service.
• Support Custom Framing operations, including customer consultations and coordination with the frame shop.
• Train, coach, and develop team members through TM onboarding and ongoing skill-building.
• Partner in maintaining Asset Protection practices, reducing shrink through awareness and compliance.

Skills

Retail leadership

Job description

The Michaels Companies Inc. in CHI-GURNEE, IL is seeking a Sales Manager to lead a high-performing selling culture across the store, driving sales, service and operational excellence. You will coach teams, execute SOPs and ensure brand standards are met.

This role covers front-end operations, POS systems, BOPIS and Same Day Delivery, and programs like Loyalty Rewards and protection plans. Strong leadership and customer-focused coaching are essential.