Manager, Sales and Customer Service
About The Position
The Manager, Sales and Customer Service ensures that Macy’s customer-service standards are upheld and the sales floor is welcoming and ready. The role leads initiatives to increase shopper loyalty and deliver an exceptional customer experience, while training and coaching colleagues in a fun and inclusive environment. The manager builds and motivates a productive team, leads sales performance, oversees selling support, and supports other operational areas. They also develop colleagues and talent pipelines, fill open positions, and manage direct and indirect reports to meet performance and behavioral expectations. The role requires a flexible retail schedule, including days, evenings, holidays, and weekends, and involves significant physical activity.
Requirements
- Three to five years of retail management experience.
- 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 improved productivity and efficiency.
- Ability to analyze sales and rewards data and develop strategies to improve results.
- Experience managing selling support activities, including stockroom, signing, equipment, and merchandising.
- Ability to support cross-functional operational areas such as OMNI, Style, and Asset Protection.
- Ability to conduct talent analysis, create career progression plans, and retain 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 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.
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 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 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 colleague complaints and problems.
- Foster acceptance and respect and strengthen authentic relationships 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
