Manager, Sales and Customer Service

Macy's

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. The role focuses on creating an exceptional customer experience by maintaining a welcoming, customer-ready sales floor and coaching the service team. The manager builds an inclusive, enthusiastic team and shares knowledge through training and coaching. The position leads sales performance and team development, manages selling support activities, and supports other operational areas including OMNI, Style, and Asset Protection. It also involves recruiting and managing colleagues, developing talent and career plans, and resolving colleague complaints and problems. The manager must work a flexible retail schedule based on department and company needs.

Requirements

3–5 years of management experience in retail.
Ability to build, lead, and motivate a productive, enthusiastic team.
Passion for exceptional customer experiences and maintaining a welcoming sales floor.
Ability to exceed sales goals through coaching, recognition, and optimizing 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.
Ability to support OMNI, Style, and Asset Protection operations.
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, constant moving, standing, and reaching with arms and hands; stand for at least two consecutive hours; lift at least 30 lbs.; stoop, kneel, crouch, and climb ladders.
May need to reach above eye level.
Requires close vision, color vision, depth perception, and focus adjustment.
Candidates with a Bachelor’s degree or equivalent work experience in a related field, or a High School diploma or equivalent, are encouraged to apply.

Responsibilities

Build 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 improve 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 operational areas such as OMNI, Style, and Asset Protection.
Conduct ongoing talent analysis and establish career progression plans for key positions to retain top talent and reduce turnover.
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, and address complaints and resolve colleague problems.
Work a flexible retail schedule, including days, evenings, holidays, and weekends.
Foster acceptance and respect and strengthen relationships and 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/financial advice
Tuition reimbursement