Retail Sales and Customer Service Manager
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 operational compliance and company programs; leads and coaches team members; provides Manager-on-Duty coverage; and oversees customer service, sales, and assigned in-store services and programs. The role also supports order fulfillment, custom framing, asset protection, and safe store operations.
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 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 best-in-class 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 balloon sales, birthday party operations, and other in-store programs and events.
- Promote and enroll customers in the Loyalty Rewards Program to support retention and repeat visits.
- Champion MCC/Extend services in the U.S., building 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.
Benefits
- 401(k) with employer match, depending on position and eligibility.
- Employee Assistance Program, depending on position and eligibility.
- Medical, dental, and vision coverage, depending on position and eligibility.
- Telemedicine services, depending on position and eligibility.
- Flexible spending accounts, depending on position and eligibility.
- Commuter benefits, depending on position and eligibility.
- Tuition assistance, depending on position and eligibility.
- Adoption assistance, depending on position and eligibility.
- Voluntary insurance options, depending on position and eligibility.
- Employee discounts and access to partner discount programs.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
