Retail Sales Manager: Customer Experience Champion

Michaels Stores; Wilkes-Barre (Luzerne County); On-site; USD 52,000 - 70,000; Full time

Benefits offered by this job

401(k) with employer match

Medical/Dental/Vision coverage

Employee discounts

Job summary

The Michaels Companies Inc. is seeking a Sales Manager at our Wilkes-Barre, PA store to lead a high-performing selling culture across front-end and service operations.

You will coach staff to drive conversion, customer satisfaction, and KPI achievement, while ensuring brand standards and operational excellence. Responsibilities include SOP adherence, POS optimization, loyalty program promotion, and overseeing in-store programs such as Balloons and Knit & Sew Shop supports.

Qualifications

• 3+ years retail leadership experience.

Responsibilities

• Lead front-end and service operations to ensure selling behaviors and brand standards.
• Coach team to achieve sales and customer experience KPIs.
• Provide Manager-on-Duty coverage and maintain store conditions.
• Oversee POS systems, self-checkout, and omni-channel services (BOPIS/Delivery).
• Train and develop team members across departments.
• Drive loyalty program enrollment and protections offerings.
• Support framing, balloons, and specialty in-store programs where applicable.

Skills

Customer experience

Leadership

Sales coaching

POS/checkout operations

Team training

Tools

POS systems

Job description

The Michaels Companies Inc. is seeking a Sales Manager at our Wilkes-Barre, PA store to lead a high-performing selling culture across front-end and service operations.

You will coach staff to drive conversion, customer satisfaction, and KPI achievement, while ensuring brand standards and operational excellence. Responsibilities include SOP adherence, POS optimization, loyalty program promotion, and overseeing in-store programs such as Balloons and Knit & Sew Shop supports.