Manager, Sales and Customer Service - Reno Furniture

Macy's • Reno, NV

2d • Onsite

About The Position

The Manager, Sales and Customer Service ensures Macy’s standards for customer service are upheld and the sales floor is welcoming and ready for customers. The role leads initiatives to increase shopper loyalty and improve the customer experience through team training, coaching, and support.

The position leads sales and service teams, drives sales and store scorecard results, and oversees selling support and selected operational and administrative functions. Responsibilities include hiring and developing colleagues, staffing and scheduling, managing expenses and budgets, and collaborating with the Store Manager and other Store Leaders. The role 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 is encouraged; candidates with a high school diploma or equivalent are also encouraged to apply.
• 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 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 operational areas such as OMNI, Style, and Asset Protection.
• Proficiency in talent analysis, career progression planning, and talent retention.
• Ability to address complaints and resolve colleague problems.
• Clear and effective communication, writing, and presentation skills.
• Strong skills using 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.
• 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 initiatives through coaching and recognition and optimizing productivity and efficiency.
• Review 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.
• Analyze colleague talent 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 performance and behavioral expectations and resolve colleague complaints and problems.
• Handle interviewing, hiring, staffing, and scheduling functions to help ensure efficient store operations.
• Manage store operations and administrative functions, including budgets and cash office functions.
• Collaborate with the Store Manager and other Store Leaders to improve Store Scorecard results through hiring and retention strategy, operations, and the shopping environment.
• Maintain profit through effective staffing, weekend compliance, and control of expenses.
• Lead the colleague onboarding process and orientation to improve the candidate experience.
• Manage hours utilization, payroll and non-payroll expenses, cash office activities, and supply inventory.
• Maximize sales and minimize expenses; balance staffing to meet targets.
• Work a flexible retail schedule, including days, evenings, holidays, and weekends.
• Foster acceptance and respect and build authentic connections with colleagues, customers, and communities.
• Perform other duties as assigned.

Benefits

• Competitive pay and benefits
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED