Retail Sales Leader: Elevate Customer Experience

Michaels; Normal (IL); On-site; USD 22,000 - 31,000; Full time

Benefits offered by this job

401(k) with employer match

Employee Assistance Program

Medical coverage

Dental coverage

Vision coverage

Telemedicine services

Flexible spending accounts

Commuter benefits

Tuition assistance

Adoption assistance

Voluntary insurance options

Employee discounts

Partner discount programs

Job summary

Michaels in Normal, IL is seeking a Sales Manager to lead store selling culture, front-end operations and customer experience. You will coach teams to meet KPIs, manage MOD coverage, and optimize POS/Self-Checkout usage while driving omni-channel services.

The role emphasizes leadership in customer-focused selling, operating standards, and loyalty program adoption, with responsibility across balloons, framing, and knit & sew operations.

Qualifications

• 3+ years retail leadership experience.
• Lead front-end and service operations to meet selling standards and KPIs.
• Coach team on Customer Experience and ART of Selling behaviors.
• Provide Manager-on-Duty coverage and maintain omni-channel service.

Responsibilities

• Assist Store Manager in leading SOPs and company programs; ensure compliance with laws and requirements.
• Ensure adherence to policies and store conditions to achieve results.
• Model customer-centric selling, drive conversion and customer satisfaction.
• Provide MOD coverage and maintain floor leadership, service standards, and operations continuity.
• Oversee POS and Self-Checkout system usage for smooth transactions and support.
• Oversee balloons, birthday parties, and in-store programs/events.
• Promote Loyalty Rewards Program to drive retention and visits.
• Champion MCC/Extend services and protection plans for customers.
• Drive sales and operations in Knit & Sew Shop and Cut Bar experience.
• Ensure efficient BOPIS and Same Day Delivery execution for omni-channel service.
• Support Custom Framing operations and frame shop coordination.
• Train and develop team through onboarding and ongoing skill-building.
• Partner in Asset Protection to reduce shrink.

Skills

Retail leadership

Job description

Michaels in Normal, IL is seeking a Sales Manager to lead store selling culture, front-end operations and customer experience. You will coach teams to meet KPIs, manage MOD coverage, and optimize POS/Self-Checkout usage while driving omni-channel services.

The role emphasizes leadership in customer-focused selling, operating standards, and loyalty program adoption, with responsibility across balloons, framing, and knit & sew operations.