Manager, Sales and Customer Service

Macy's•Montclair, CA

About The Position

The Manager, Sales and Customer Service ensures Macy’s standards for customer service are upheld and leads initiatives to increase shopper loyalty. This role leads the service team in maintaining a welcoming, ready sales floor and creating memorable customer experiences. The manager trains and coaches colleagues, guides sales performance, oversees selling support, and supports other store operations. They also develop talent, manage hiring and performance, and foster an inclusive environment built on respectful relationships with colleagues, customers, and communities. The position requires a flexible retail schedule, including days, evenings, holidays, and weekends.

Requirements

3–5 years of management experience in retail.
Ability to build, lead, and motivate a productive team.
Passion for delivering exceptional customer experiences and maintaining a welcoming sales floor.
Ability to exceed sales goals through coaching, recognition, and productivity and efficiency improvements.
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.
Ability 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 colleague problems.
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 the physical demands of the position, including heavy lifting, constant moving, standing, reaching, standing for at least two consecutive hours, lifting at least 30 lbs., stooping, kneeling, crouching, and climbing ladders.
Ability to meet visual requirements, including close vision, color vision, depth perception, and focus adjustment.

Nice To Haves

Bachelor’s degree or equivalent work experience in a related field.

Responsibilities

Build and motivate a productive, enthusiastic team that engages customers and creates memorable shopping experiences.
Lead Macy’s initiatives through coaching and recognition to exceed sales goals and optimize 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 complaints, and resolve colleague problems.
Work a flexible retail schedule, including days, evenings, holidays, and weekends.
Foster acceptance and respect to strengthen relationships and ensure authentic connections with colleagues, customers, and communities.
Perform other duties as assigned.

Benefits

Competitive pay and benefits.
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 and financial advice.
Tuition reimbursement.