Retail Sales Manager: Lead Customer Experience & Store Ops

The Michael's Companies; New York (NY); On-site; USD 25,000 - 32,000; Full time

Job summary

The Michaels Companies is seeking a Sales Manager in New York to lead a high-performing team and deliver an engaging customer experience at the Queens Woodside store. You will drive selling behaviors, ensure SOP compliance, and coach staff to hit KPI targets in a fast-paced environment.

Responsibilities include managing POS systems, loyalty enrollments, and omni-channel services like BOPIS, with a focus on operational excellence and shrink reduction.

Qualifications

• Minimum 3+ years retail leadership experience.
• Ability to coach and motivate a sales team to meet KPI targets.
• Experience enforcing SOPs and brand standards across store operations.

Responsibilities

• Assist Store Manager in leading and managing 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.
• Drive sales and operational excellence in omni-channel services including BOPIS and Same Day Delivery.
• Train, coach, and develop team members through structured onboarding and ongoing skill-building.

Skills

Retail leadership

Customer service coaching

POS system operation

Inventory control

Tools

POS systems

Self-Checkout

BOPIS

Job description

The Michaels Companies is seeking a Sales Manager in New York to lead a high-performing team and deliver an engaging customer experience at the Queens Woodside store. You will drive selling behaviors, ensure SOP compliance, and coach staff to hit KPI targets in a fast-paced environment.

Responsibilities include managing POS systems, loyalty enrollments, and omni-channel services like BOPIS, with a focus on operational excellence and shrink reduction.