Retail Sales Manager: Customer Experience Leader

Michaels Stores; Kansas City (MO); On-site; USD 52,000 - 78,000; Full time

Benefits offered by this job

401(k) with employer match

Employee discounts

Tuition assistance

Job summary

Michaels Stores in Kansas City, MO is seeking a Sales Manager to lead a high-performing selling culture across the store, driving sales results and an engaging customer experience. This role oversees front-end and service operations to ensure consistent selling behaviors, brand standards, and operational expectations.

You will coach staff to achieve KPIs, provide Manager-on-Duty coverage, manage POS/Self-Checkout, and oversee store programs and events to deliver exceptional service.

Qualifications

• 3+ years retail leadership experience.

Responsibilities

• Lead adherence to SOPs and company programs to ensure compliance with laws and requirements.
• Ensure execution of policies and standards, holding team accountable for store conditions and results.
• Model and coach customer experience and selling behaviors to drive conversion and satisfaction.
• Provide Manager-on-Duty coverage and maintain floor leadership and operational continuity.
• Ensure accurate use of POS and Self-Checkout systems to support transactions and customer service.
• Oversee in-store programs and events (Balloons, Knit & Sew Shop, etc.).
• Promote and enroll customers in the Loyalty Rewards Program to drive retention.
• Champion services like MCC/Extend protection plans and offerings.
• Drive sales and operational excellence across departments and omni-channel services (BOPIS, Same Day Delivery).
• Train, coach, and develop team members through onboarding and ongoing skill-building.
• Support Asset Protection practices to reduce shrink.

Skills

Leadership

Customer experience

POS systems

Staff coaching

Store operations

Tools

POS

Self-Checkout

Job description

Michaels Stores in Kansas City, MO is seeking a Sales Manager to lead a high-performing selling culture across the store, driving sales results and an engaging customer experience. This role oversees front-end and service operations to ensure consistent selling behaviors, brand standards, and operational expectations.

You will coach staff to achieve KPIs, provide Manager-on-Duty coverage, manage POS/Self-Checkout, and oversee store programs and events to deliver exceptional service.