Retail Sales Manager - Customer Experience & Ops

Michaels; Harrisburg (Dauphin County); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Employee discounts

Health benefits

Tuition assistance

Job summary

The Michaels store in Harrisburg/Carlisle area is seeking a Retail Manager - Sales to lead a high-performing selling culture, drive sales results, and deliver an engaging customer experience. You will oversee front-end operations, coaching teams to execute brand standards and SOPs while maintaining strong daily operations.

As a Manager-on-Duty, you will support omni-channel services, loyalty programs, and in-store events, ensuring a safe, productive environment and consistent customer service

Qualifications

• 3+ years retail leadership experience.
• Ability to lead a high-performing selling culture.
• Strong knowledge of SOPs and Company programs.

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

Team coaching

Customer service

Tools

POS systems

Job description

The Michaels store in Harrisburg/Carlisle area is seeking a Retail Manager - Sales to lead a high-performing selling culture, drive sales results, and deliver an engaging customer experience. You will oversee front-end operations, coaching teams to execute brand standards and SOPs while maintaining strong daily operations.

As a Manager-on-Duty, you will support omni-channel services, loyalty programs, and in-store events, ensuring a safe, productive environment and consistent customer service