Manager, Sales and Customer Service

Macy's•Saint Louis, MO

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 and maintaining a welcoming, ready sales floor. The manager builds, trains, and coaches a service-oriented team and leads efforts to meet or exceed sales goals. The manager oversees selling support, including the stockroom, signing, equipment, and merchandising, and supports other operational areas such as OMNI, Style, and Asset Protection. They analyze sales and Star Rewards data, develop colleagues, plan career progression, fill open positions, and manage direct and indirect reports. The position requires a flexible retail schedule, including days, evenings, holidays, and weekends, and involves significant physical activity.

Requirements

3–5 years of management experience in retail.
Bachelor’s degree or equivalent work experience in a related field, or a high school diploma or equivalent.
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 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 other 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 with 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.

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 by 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 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.
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, and address complaints and resolve problems with colleagues.
Work a flexible retail schedule, including days, evenings, holidays, and weekends.
Foster acceptance and respect and strengthen 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.