Retail Customer Service and Sales Manager

Michaels Stores•Austin, TX

21d•Onsite

About The Position

The Sales Manager leads and champions a high-performing selling culture across the store, driving strong sales results and an engaging customer experience. The role oversees front-end and service operations, ensuring consistent execution of selling behaviors, brand standards, and operational expectations. The Sales Manager supports key sales and service KPIs through effective leadership, customer-focused coaching, and efficient day-to-day execution. The position assists the Store Manager with SOP and company program compliance, leads execution of company policies and standards, and provides Manager-on-Duty coverage. It supports customer service and sales across POS and self-checkout, balloons and birthday parties, loyalty rewards, protection plans, Knit & Sew and Cut Bar, BOPIS and same-day delivery, and Custom Framing where applicable. The Sales Manager also trains and develops team members and partners in asset protection practices.

Requirements

At least 3 years of retail leadership experience.
Ability to remain standing for long periods and move throughout the store.
Ability to bend, lift, carry, reach, and stretch regularly.
Ability to lift, carry, push, and pull merchandise and fixtures weighing up to 25–50 pounds, with or without reasonable accommodation.
Ability to climb ladders or step stools to stock and retrieve products.
Ability to perform repetitive motions, including scanning items, stocking shelves, and operating POS equipment.
Ability to work in a fast-paced environment with frequent customer interactions.
Applicants in the U.S. must satisfy applicable federal, state, and local legal requirements of the job.

Responsibilities

Assist the Store Manager in leading adherence to Standard Operating Procedures and Company programs, ensuring compliance with applicable laws and requirements.
Ensure execution of Company policies and standards, and hold the team accountable for store conditions and results.
Model and coach Customer Experience and ART of Selling behaviors to drive conversion and customer satisfaction.
Provide Manager-on-Duty coverage, maintaining floor leadership, service standards, and operational continuity.
Ensure accurate and efficient use of POS and Self-Checkout systems.
Oversee the Balloons business, birthday party operations, and other in-store programs and events.
Promote and enroll customers in the Loyalty Rewards Program to drive retention and repeat visits.
Champion MCC/Extend services in the U.S., supporting team awareness and customer adoption of protection plans and offerings.
Drive sales and operational excellence in the Knit & Sew Shop, including oversight of the Cut Bar experience.
Ensure efficient execution of BOPIS and Same Day Delivery order fulfillment and 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 onboarding and ongoing skill-building across assigned departments.
Partner in maintaining Asset Protection practices to reduce shrink through awareness, compliance, and safe operations.
Perform other duties as assigned.