Customer Service Manager

Store - BOS-EVERETT, MAThe Sales Manager leads and champions a high-performing selling culture across the store, driving strong sales results and an engaging customer experience. This role oversees front-end and service operations, ensuring consistent execution of selling behaviors, brand standards, and operational expectations. The Sales Manager supports the achievement of key sales and service KPIs through effective leadership, customer-focused coaching, and efficient day-to-day execution. Major Activities Assist Store Manager in leading and managing adherence to Standard Operating Procedures (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. Other duties as assigned Minimum Type of Experience Required 3+ years retail leadership experience Work Environment Ability to remain standing for long periods of time Ability to move throughout the store Regular bending, lifting, carrying, reaching, and stretching Ability to lift, carry, push, and pull merchandise and fixtures, 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. Work hours include nights, weekends and early mornings Applicants in the U.S. must satisfy federal, state, and local legal requirements of the job. Total Base Pay Range for this Position: $16.00 - $22.20This position may be eligible for overtime compensation in accordance with state and local laws. At The Michaels Companies Inc., our purpose is to fuel the joy of creativity and celebration. As the leading destination for creating and celebrating in North America, we operate over 1,300 stores in 49 states and Canada and online at Michaels.com and Michaels.ca. The Michaels Companies, Inc. also owns Artistree, a manufacturer of custom and specialty framing merchandise. Founded in 1973 and headquartered in Irving, Texas, Michaels is the best place for all things creative. For more information, please visit Michaels offers a range of benefits to support team members and their families. Depending on position and eligibility, team members may have access to a 401(k) with employer match, an Employee Assistance Program, medical, dental, and vision coverage, telemedicine services, flexible spending accounts, commuter benefits, tuition assistance, adoption assistance, and various voluntary insurance options. All team members enjoy everyday perks such as employee discounts and access to partner discount programs. For a summary of benefits, visit the Michaels Benefits at a Glance page. For additional information regarding benefits, visit MIKBenefits.com. Michaels is an Equal Opportunity Employer. We are here for all Team Members and all customers to create, innovate and be better together. Michaels is committed to the full inclusion of all qualified individuals. In keeping with this commitment, Michaels will assure that people with disabilities are provided reasonable accommodations. Accordingly, if a reasonable accommodation is required to fully participate in the job application or interview process, to perform the essential functions of the job, and/or to receive all other benefits and privileges of employment, please contact Customer Care at 1-800-642-4235 (1800-MICHAEL). EEOC Know Your Rights Poster in English EEOC Know Your Rights Poster in Spanish EEOC Poster Optimized for Screen Readers Federal FMLA Poster Federal EPPAC Poster #J-18808-Ljbffr