Sales & Service Manager

Michaels Stores • Southlake, TX

2d • Onsite

About The Position

The Sales & Service 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 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, ensures company policies and standards are followed, and provides Manager-on-Duty coverage. It oversees customer service and sales practices, POS and Self-Checkout use, in-store programs and events, loyalty enrollment, specified services, omni-channel fulfillment, and support for Knit & Sew and Custom Framing operations. The manager also trains and develops team members and partners in asset protection.

Requirements

• 3+ years of retail leadership experience.
• Ability to remain standing for long periods.
• Ability to 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 and managing adherence to Standard Operating Procedures and Company programs to ensure compliance with applicable laws and requirements.
• Ensure execution of Company policies and standards, holding 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 Balloons business, birthday party operations, and other in-store programs and events.
• Promote and enroll customers in the Loyalty Rewards Program.
• Champion MCC/Extend services (US only), 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.
• 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.
• Medical, dental, and vision coverage, depending on position and eligibility.
• Telemedicine services.
• Flexible spending accounts.
• Commuter benefits.
• Tuition assistance.
• Adoption assistance.
• Voluntary insurance options.
• Employee discounts and partner discount programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed