Manager, Sales and Customer Service
About The Position
The Manager, Sales and Customer Service ensures the store is presented from the customer’s perspective and leads initiatives to increase shopper loyalty while upholding Macy’s customer-service standards. The role leads the service team in maintaining a welcoming, ready sales floor and creates an inclusive environment through training, coaching, and team engagement. The manager drives sales performance, oversees selling support and related operations, supports other store functions, and develops talent. The position also requires a flexible retail schedule, including 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 other 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. May involve reaching 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.
- Exceed sales goals by leading Macy’s initiatives through coaching and recognition while 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 such as 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 performance and behavior expectations; address colleague complaints and resolve problems.
- Work a flexible retail schedule, including days, evenings, holidays, and weekends.
- Foster acceptance and respect to strengthen relationships and support 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 and eight paid holidays.
- Continuous learning and leadership development.
- Colleague Resource Groups and volunteer opportunities.
- Merchandise discounts.
- Performance-based incentives.
- Annual merit review.
- Employee Assistance Program with mental health counseling and legal/financial advice.
- Tuition reimbursement.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
