Retail Sales Leader — Customer Experience & Store Ops

Michaels Stores; Lutz (FL); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

401(k) with employer match

Employee Discounts

Medical coverage

Dental coverage

Vision coverage

Telemedicine services

Flexible spending accounts

Commuter benefits

Tuition assistance

Adoption assistance

Various voluntary insurance options

Tuition assistance

Job summary

Michaels Stores in Lutz, FL is seeking a Sales Manager to lead a high-performing selling culture across the store, driving sales results and an engaging customer experience.

The role oversees front-end and service operations, coaches teammates on SOPs and brand standards, and supports omni-channel services such as BOPIS and Same Day Delivery, while promoting the Loyalty Rewards Program.

Qualifications

• 3+ years retail leadership experience.
• Willingness to work nights, weekends and early mornings.
• Experience coaching teams on customer experience and selling behaviors.

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.

Skills

Retail leadership

Customer experience coaching

Operations excellence

Team coaching

Tools

POS systems

Self-Checkout systems

Job description

Michaels Stores in Lutz, FL is seeking a Sales Manager to lead a high-performing selling culture across the store, driving sales results and an engaging customer experience.

The role oversees front-end and service operations, coaches teammates on SOPs and brand standards, and supports omni-channel services such as BOPIS and Same Day Delivery, while promoting the Loyalty Rewards Program.