Retail Sales Manager - Customer Experience Lead

Michaels Stores; Napa (CA); On-site; USD 24,000 - 32,000; Full time

Benefits offered by this job

Employee discounts

401(k) with employer match

Medical, dental, and vision coverage

Telemedicine services

Tuition assistance

Job summary

The Michaels Companies Inc. in Napa, CA seeks a Store Sales Manager to lead a high-performing selling culture, supervise front-end and service operations, and drive KPI results through customer-focused coaching and strong day-to-day execution.

The role requires 3+ years of retail leadership, hands-on training, asset protection, and the ability to manage omnichannel services such as BOPIS and Same Day Delivery, while promoting loyalty programs.

Qualifications

• 3+ years retail leadership experience.
• Experience in front-end and service operations.
• Ability to lead across SOPs and company policies.

Responsibilities

• Assist Store Manager in leading adherence to SOPs and company programs.
• Ensure execution of policies and standards, holding team accountable.
• Coach customer experience and selling behaviors to drive conversion.
• Provide MOD coverage and maintain floor leadership and service standards.
• Oversee POS and Self-Checkout operations for smooth transactions.
• Oversee in-store programs and events (Balloons, Birthday parties).
• Promote Loyalty Rewards Program and drive customer retention.
• Drive select services and protection plan adoption.
• Lead Knit & Sew Shop and Cut Bar experiences.
• Execute BOPIS and Same Day Delivery efficiently.
• Support Custom Framing operations where applicable.
• Train and develop team members through onboarding and ongoing coaching.
• Maintain Asset Protection practices to reduce shrink.

Skills

People leadership

Customer focus

Coaching

POS systems

Tools

POS systems

Job description

The Michaels Companies Inc. in Napa, CA seeks a Store Sales Manager to lead a high-performing selling culture, supervise front-end and service operations, and drive KPI results through customer-focused coaching and strong day-to-day execution.

The role requires 3+ years of retail leadership, hands-on training, asset protection, and the ability to manage omnichannel services such as BOPIS and Same Day Delivery, while promoting loyalty programs.