Sales Manager: Elevate Customer Experience & Store Ops

Michaels of Canada; Gastonia (NC); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

401(k) with employer match

Employee Assistance Program

medical, dental, and vision coverage

telemedicine services

flexible spending accounts

commuter benefits

tuition assistance

adoption assistance

voluntary insurance options

Job summary

The Michaels Companies in Gastonia, NC is seeking a Sales Manager to lead a high-performing selling culture across the store, oversee front-end and service operations, and ensure alignment with brand standards and SOPs. You will coach, develop the team, drive customer experience, manage POS and Self-Checkout, and contribute to omni-channel initiatives including BOPIS, delivery, and loyalty enrollment.

This role requires 3+ years of retail leadership, resiliency in a fast-paced environment, and

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

Leadership

Customer Experience

Coaching

Operations Management

Tools

POS systems

Self-Checkout

Job description

The Michaels Companies in Gastonia, NC is seeking a Sales Manager to lead a high-performing selling culture across the store, oversee front-end and service operations, and ensure alignment with brand standards and SOPs. You will coach, develop the team, drive customer experience, manage POS and Self-Checkout, and contribute to omni-channel initiatives including BOPIS, delivery, and loyalty enrollment.

This role requires 3+ years of retail leadership, resiliency in a fast-paced environment, and