Manager, Sales and Customer Service

Macy's•Newport Beach, CA

3h•$61,930 - $103,070

About The Position

The Manager, Sales and Customer Service ensures Macy’s standards for customer service are upheld and that the sales floor is welcoming and ready for customers. The role leads initiatives to increase shopper loyalty and improve sales results, while coaching and developing a service-focused team in Macy’s inclusive retail environment. The manager oversees selling support and related operations, reviews sales and Star Rewards data, and supports other operational areas. They also manage hiring, performance, talent development, and colleague relations, working a flexible retail schedule that includes days, evenings, holidays, and weekends. Other duties may be assigned.

Requirements

3–5 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.
Proven ability to exceed sales goals through coaching, recognition, and optimization of 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 conducting 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 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.
Ability to stand for at least two consecutive hours; lift at least 30 lbs.; stoop, kneel, crouch, and climb ladders; and possibly reach above eye level.
Close vision, color vision, depth perception, and focus adjustment are required.

Nice To Haves

Bachelor’s degree or equivalent work experience in a related field.
High School diploma or equivalent.

Responsibilities

Build and motivate 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 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 and build authentic connections 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