Manager, Sales and Customer Service

Macy's•Los Angeles, CA

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. This role leads initiatives to increase shopper loyalty and improve sales performance, while building an enthusiastic team through training, coaching, and recognition. The manager oversees selling support and contributes to other operational areas, develops colleagues and career progression plans, and manages hiring and performance. The position requires a flexible retail schedule and the ability to meet the physical demands of store work.

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, 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 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 meet physical demands including heavy lifting, constant movement, standing, and reaching; standing for at least two consecutive hours; lifting at least 30 lbs.; stooping, kneeling, crouching, and climbing ladders. May involve reaching 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 to exceed sales goals through coaching, recognition, and improved 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 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 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