Retail Sales & Service Lead - Omni-Channel Focus

Michaels Stores; Burlington (MA); On-site; USD 22,041 - 30,307; Full time

Benefits offered by this job

Employee discounts

Medical, dental, and vision coverage

401(k) with employer match

Job summary

The Michaels Companies Inc. is seeking a Sales Manager in the Burlington, MA area. The role leads a high-performing selling culture, drives sales results, and ensures an engaging customer experience across front-end and service operations.

You will coach teams, uphold brand standards, and execute daily operations to meet KPIs. Responsibilities include SOP adherence, policy execution, in-store events, POS usage, and loyalty program participation, with work hours including nights, weekends, and

Qualifications

• 3+ years retail leadership experience.
• Ability to lead front-end and service operations.
• Coaching and developing team members to improve sales and service.

Responsibilities

• Assist Store Manager in leading 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 satisfaction.
• Provide Manager-on-Duty coverage, maintaining floor leadership and operational continuity.
• Oversee POS and Self-Checkout system usage to support smooth transactions and customer support.
• Oversee Balloons, birthday party operations, and other in-store programs and events.
• Promote and enroll customers in Loyalty Rewards Program to drive retention.
• Drive sales and operational excellence in Knit & Sew Shop and Cut Bar experience.
• Ensure efficient execution of BOPIS and Same Day Delivery for omni-channel service.
• Support Custom Framing operations with customer consultations.

Skills

Retail leadership

Customer experience

Coaching & training

Job description

The Michaels Companies Inc. is seeking a Sales Manager in the Burlington, MA area. The role leads a high-performing selling culture, drives sales results, and ensures an engaging customer experience across front-end and service operations.

You will coach teams, uphold brand standards, and execute daily operations to meet KPIs. Responsibilities include SOP adherence, policy execution, in-store events, POS usage, and loyalty program participation, with work hours including nights, weekends, and