Manager, Sales and Customer Service
About The Position
The Manager, Sales and Customer Service ensures Macy’s standards for customer service are upheld and leads initiatives to increase shopper loyalty. This role oversees the service team and helps maintain a welcoming, sales-ready floor. The manager builds and develops a productive team through training, coaching, and recognition; works to exceed sales goals; and uses sales and Star Rewards data to improve results. The position also manages selling support and assists other operational areas, while developing talent and addressing colleague concerns. The role requires a flexible retail schedule, including days, evenings, holidays, and weekends.
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 team.
- Passion for customer service and maintaining a welcoming sales floor.
- Ability to exceed sales goals through coaching, recognition, and productivity management.
- Ability to analyze sales and rewards data 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.
- Ability to conduct talent analysis, establish career progression plans, and retain talent.
- Ability to address complaints and resolve colleague problems.
- Clear and effective communication, writing, and presentation skills.
- Strong skills in Microsoft suite, computers, and handheld devices.
- Ability to work a flexible schedule based on department and company needs.
- Ability to perform the stated physical demands, including lifting at least 30 lbs. and standing for at least two consecutive hours.
- 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.
- Lead Macy’s initiatives through coaching and recognition to exceed sales goals and improve 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 talent analysis and establish career progression plans for key positions to retain 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 the team to meet or exceed performance and behavioral expectations, and 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 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/financial advice
- Tuition reimbursement
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
High school or GED
