Manager, Sales and Customer Service

Macy's•Pittsburgh, PA

25d•Onsite

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 a welcoming, customer-ready sales floor and delivering memorable shopping experiences by training, coaching, and motivating the service team. The manager leads sales performance, uses sales and Star Rewards data to improve results, oversees selling support activities, and supports other operational areas. They also manage colleague hiring, development, performance, and career progression while fostering an inclusive and respectful environment. The position requires a flexible retail schedule, including days, evenings, holidays, and weekends, and has physical demands that include lifting, standing, moving, reaching, and climbing ladders.

Requirements

3–5 years of management experience in retail.
Bachelor’s degree or equivalent work experience in a related field is encouraged; candidates with a high school diploma or equivalent are also encouraged to apply.
Ability to build, lead, and motivate a productive, enthusiastic team.
Passion for customer service 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.
Skill in talent analysis, establishing career progression plans, and retaining top talent.
Ability to address complaints and resolve colleague problems.
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 required physical activities, including heavy lifting, constant moving, standing, reaching, stooping, kneeling, crouching, and climbing ladders; stand for at least two consecutive hours and lift at least 30 lbs.
May need to reach above eye level; requires close vision, color vision, depth perception, and focus adjustment.

Responsibilities

Build and motivate 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, including OMNI, Style, and Asset Protection.
Analyze colleague talent 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 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