Manager, Sales and Customer Service

Macy's•Franklin, TN

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 results, while building and developing an enthusiastic service team through training, coaching, and recognition. The manager oversees selling support and contributes to other operational areas, develops talent and career progression plans, and manages direct and indirect reports to meet performance and behavioral expectations. The position 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.
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 optimization of 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 retaining top talent.
Effective conflict resolution skills, including addressing complaints and resolving colleague problems.
Clear and effective communication, writing, and presentation skills.
Strong skills using Microsoft suite, computers, and handheld devices.
Bachelor’s degree or equivalent work experience in a related field, or a high school diploma or equivalent.
Ability to work a flexible schedule based on department and company needs.
Ability to meet physical demands including heavy lifting, constant moving, standing, reaching, stooping, kneeling, crouching, and climbing ladders; standing for at least two consecutive hours; and lifting at least 30 lbs.
May need to reach above eye level.
Requires 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 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.
Foster an environment of acceptance and respect that strengthens relationships and supports 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 and financial advice.
Tuition reimbursement.