Sales Manager - Customer Experience & Store Ops

Michaels; Alexandria (VA); Hybrid; USD 19,000 - 26,000; Full time

Benefits offered by this job

401(k) with employer match

Medical coverage

Dental coverage

Vision coverage

Tuition assistance

Employee discounts

Paid time off

Job summary

The Michaels Companies is seeking a Sales Manager in the DC-Alexandria area to lead a high-performing selling culture across the store and to drive strong sales and customer experience. You will oversee front-end and service operations, coach teams, and ensure SOP and brand standards compliance.

You will manage POS systems, BOPIS, Same Day Delivery, and loyalty programs while promoting protection plans and in-store programs.

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.

Skills

Retail leadership

Job description

The Michaels Companies is seeking a Sales Manager in the DC-Alexandria area to lead a high-performing selling culture across the store and to drive strong sales and customer experience. You will oversee front-end and service operations, coach teams, and ensure SOP and brand standards compliance.

You will manage POS systems, BOPIS, Same Day Delivery, and loyalty programs while promoting protection plans and in-store programs.