Retail Sales Manager — Customer Experience Leader

The Michael's Companies; Towson (MD); On-site; USD 45,846,528 - 63,612,057; Full time

Job summary

The Michaels Companies in Towson, MD is seeking a proactive Sales Manager to lead a high-performing store team. You will drive sales, service, and daily operations while upholding brand standards and SOPs.

You will coach front-line staff, manage MOD coverage, oversee POS systems, and execute in-store programs such as Loyalty Rewards, BOPIS, Same Day Delivery and in-store departments like Knit & Sew. Strong leadership and customer focus are essential.

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.
• 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

Retail leadership

Customer service

Team development

POS operation

Job description

The Michaels Companies in Towson, MD is seeking a proactive Sales Manager to lead a high-performing store team. You will drive sales, service, and daily operations while upholding brand standards and SOPs.

You will coach front-line staff, manage MOD coverage, oversee POS systems, and execute in-store programs such as Loyalty Rewards, BOPIS, Same Day Delivery and in-store departments like Knit & Sew. Strong leadership and customer focus are essential.