Manager, Sales and Customer Service
About The Position
The Manager, Sales and Customer Service ensures that the best of Macy’s is on display by viewing the store through customers’ eyes and leading initiatives to increase shopper loyalty while upholding customer service standards. The role leads the service team in maintaining a welcoming, ready sales floor and delivers a strong customer experience through training, coaching, and team engagement. The manager leads sales and service performance, manages selling support and related operational activities, supports other store functions, and develops colleagues and talent pipelines. The position also involves hiring and managing direct and indirect reports, resolving colleague concerns, and fostering an inclusive and respectful environment. The role requires a flexible retail schedule, including days, evenings, holidays, and weekends, and involves substantial standing, movement, reaching, and lifting.
Requirements
- Three to five 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 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 operational areas such as OMNI, Style, and Asset Protection.
- Proficiency in talent analysis, establishing career progression plans, 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; stand for at least two consecutive hours; lift at least 30 lbs.; stoop, kneel, crouch, and climb ladders; and potentially reach above eye level.
- Close vision, color vision, depth perception, and focus adjustment.
Nice To Haves
- Bachelor’s degree or equivalent work experience in a related field is encouraged.
- High School diploma or equivalent is encouraged.
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 other 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, 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/financial advice.
- Tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
