Retail Sales Manager: Customer Experience Leader

Michaels; Kingsport (TN); On-site; USD 55,000 - 75,000; Full time

Benefits offered by this job

Employee discounts

401(k) with employer match

Medical, dental, and vision coverage

Tuition assistance

Job summary

Michaels Kingsport, TN is seeking a Sales Manager to lead a high-performing store team and deliver strong sales while ensuring an engaging customer experience. The role covers front-end operations, SOP adherence, and brand standards across all departments.

You will coach associates, manage MOD coverage, and drive loyalty programs, while overseeing store programs like Balloons, Knit & Sew, BOPIS, and Same Day Delivery. This position requires leadership and a focus on customer-centric KPIs.

Qualifications

• 3+ years retail leadership experience.

Responsibilities

• Assist Store Manager in leading and managing adherence to SOPs and Company programs to ensure compliance with applicable laws and requirements.
• 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.

Job description

Michaels Kingsport, TN is seeking a Sales Manager to lead a high-performing store team and deliver strong sales while ensuring an engaging customer experience. The role covers front-end operations, SOP adherence, and brand standards across all departments.

You will coach associates, manage MOD coverage, and drive loyalty programs, while overseeing store programs like Balloons, Knit & Sew, BOPIS, and Same Day Delivery. This position requires leadership and a focus on customer-centric KPIs.