Manager, Sales and Customer Service
About The Position
The Manager, Sales and Customer Service ensures the store is presented from the customer’s perspective and leads initiatives to increase shopper loyalty while upholding Macy’s customer service standards. The role drives an exceptional customer experience by leading the service team in maintaining a welcoming, ready sales floor. The manager builds and develops an enthusiastic team through training, coaching, recognition, and performance management, while overseeing selling support and assisting other operational areas. The position also involves talent planning, hiring, colleague relations, and working a flexible retail schedule.
Requirements
- 3–5 years of management experience in retail.
- Ability to build, lead, and motivate a productive, enthusiastic team.
- Passion for delivering exceptional customer experiences and maintaining a welcoming sales floor.
- Ability to exceed sales goals through coaching, recognition, and optimization of productivity and efficiency.
- Ability to review and use sales and rewards data to recognize colleagues and develop improvement strategies.
- Experience managing selling support activities, including stockroom, signing, equipment, and merchandising.
- Capability to support operational areas such as OMNI, Style, and Asset Protection.
- Proficiency in talent analysis, career progression planning, and retaining top talent.
- Ability to address complaints and resolve problems with colleagues.
- Clear and effective communication, writing, and presentation skills.
- Strong skills in Microsoft suite, computers, and handheld devices.
- Ability to work a flexible schedule based on department and company needs.
- Ability to perform heavy lifting and constant moving, standing, and reaching with arms and hands.
- Ability to stand for at least two consecutive hours and lift at least 30 lbs.; ability to stoop, kneel, crouch, and climb ladders.
- May need to reach above eye level.
- Close vision, color vision, depth perception, and focus adjustment are required.
Responsibilities
- Build a productive, enthusiastic team that engages customers and creates memorable shopping experiences.
- Exceed sales goals by leading Macy’s initiatives through coaching and recognition and optimizing productivity and efficiency.
- Review and use Sales and Star Rewards data to recognize colleagues and develop strategies to improve results.
- Manage selling support, including the stockroom, signing, equipment, and merchandising.
- Support other operational areas, including OMNI, Style, and Asset Protection.
- Conduct ongoing talent analysis and establish career progression plans for key positions to retain top talent and reduce turnover.
- Actively fill open positions, prioritizing internal colleagues in Customer Experience, Commission, and Specialized Selling areas.
- Interview, hire, train, coach, develop, coordinate, evaluate, and discipline direct and indirect reports.
- Manage the team to meet or exceed performance and behavioral expectations.
- Address colleague complaints and resolve problems.
- Work a flexible retail schedule, including days, evenings, holidays, and weekends.
- Foster an environment of acceptance and respect that strengthens relationships and supports authentic connections with colleagues, customers, and communities.
- Perform other duties as assigned.
Benefits
- Competitive pay
- Comprehensive health and wellness coverage
- 401(k) match
- Paid time off
- Eight paid holidays
- Continuous learning and leadership development
- Colleague Resource Groups
- Volunteer opportunities
- Merchandise discounts
- Performance-based incentives
- Annual merit review
- Employee Assistance Program with mental health counseling and legal/financial advice
- Tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
