Retail Sales Manager — Customer Experience Leader

Michaels Stores; Santa Ana (CA); On-site; USD 25,000 - 32,000; Full time

Benefits offered by this job

Employee discounts

401(k) with employer match

Medical/dental/vision coverage

Job summary

Michaels in Santa Ana, CA is seeking a Sales Manager to lead a high-performing selling culture across the store, driving strong sales results and an engaging customer experience. The role oversees front-end and service operations, ensuring brand standards and omni-channel service.

You will coach and develop team members and provide MOD coverage to maintain daily store excellence. The position emphasizes customer-focused coaching, SOP adherence, and effective use of POS systems, with

Qualifications

• 3+ years retail leadership experience.
• Strong customer-focused coaching and mentorship.
• Experience with front-end/service operations and POS systems.

Responsibilities

• Assist Store Manager in leading and managing adherence to SOPs and Company programs to ensure compliance with applicable laws and requirements.
• Ensure execution of Company policies and standards, holding team accountable for store conditions and results.
• 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.

Skills

Leadership

Customer Experience

Coaching

Store Operations

Communication

Tools

POS systems

Self-Checkout systems

Job description

Michaels in Santa Ana, CA is seeking a Sales Manager to lead a high-performing selling culture across the store, driving strong sales results and an engaging customer experience. The role oversees front-end and service operations, ensuring brand standards and omni-channel service.

You will coach and develop team members and provide MOD coverage to maintain daily store excellence. The position emphasizes customer-focused coaching, SOP adherence, and effective use of POS systems, with