Retail Sales Manager: Lead Customer Experience & Sales

The Michael's Companies; Mount Prospect (IL); On-site; USD 17,908 - 30,307; Full time

Job summary

The Michaels Companies in Mount Prospect, IL is seeking a Sales Manager to lead a high-performing selling culture, overseeing front-end and service operations and ensuring a consistently engaging customer experience across store programs.

You will coach the team, drive key KPIs, manage POS and Self-Checkout, run events like Balloons and the Knit & Sew Shop, lead BOPIS/Same Day Delivery, and partner on protections plans while upholding store standards and asset protection.

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.
• Other duties as assigned

Skills

Retail leadership

Job description

The Michaels Companies in Mount Prospect, IL is seeking a Sales Manager to lead a high-performing selling culture, overseeing front-end and service operations and ensuring a consistently engaging customer experience across store programs.

You will coach the team, drive key KPIs, manage POS and Self-Checkout, run events like Balloons and the Knit & Sew Shop, lead BOPIS/Same Day Delivery, and partner on protections plans while upholding store standards and asset protection.