Retail Sales Manager: Drive Customer Experience & Growth

Michaels; Pennsylvania; Hybrid; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) with employer match

Employee Assistance Program

Medical coverage

Dental coverage

Vision coverage

Telemedicine services

Tuition assistance

Adoption assistance

Employee discounts

Job summary

Michaels is seeking a Sales Manager for the Wilkes-Barre, PA area to lead a high-performing selling culture across the store and drive sales results while delivering an engaging customer experience.

You will coach front-end teams, ensure SOP adherence, manage POS and Self-Checkout operations, and oversee in-store programs including Loyalty Rewards and protection plan offerings. This role requires 3+ years of retail leadership and availability for nights and weekends.

Qualifications

• 3+ years retail leadership experience.
• Ability to work nights, weekends and early mornings.
• Experience leading front-end and service operations in a large retail environment.

Responsibilities

• Lead adherence to SOPs and company programs to ensure compliance with laws and requirements.
• Ensure execution of company policies and standards, holding team accountable for store conditions and results.
• Model and coach Customer Experience and ART of Selling behaviors to drive conversion and customer satisfaction.
• Provide Manager-on-Duty coverage, maintaining floor leadership and operational continuity.
• Oversee POS and Self-Checkout operations to support smooth transactions and customer support.
• Drive loyalty program enrollment and retention through consistent execution.
• Promote protected services and extensions, driving adoption of protection plans.
• Oversee Knit & Sew Shop, Cut Bar, BOPIS and Same Day Delivery for omni-channel service.
• Support Custom Framing operations with customer consultations where applicable.
• Train, coach, and develop team members through structured onboarding and ongoing skill-building.
• Maintain Asset Protection practices to reduce shrink.

Skills

Retail leadership

Customer experience

Coaching

Operations oversight

Tools

POS systems

Self-Checkout systems

Job description

Michaels is seeking a Sales Manager for the Wilkes-Barre, PA area to lead a high-performing selling culture across the store and drive sales results while delivering an engaging customer experience.

You will coach front-end teams, ensure SOP adherence, manage POS and Self-Checkout operations, and oversee in-store programs including Loyalty Rewards and protection plan offerings. This role requires 3+ years of retail leadership and availability for nights and weekends.