Manager, Sales and Customer Service

Macy's•Miami, FL

About The Position

The Manager, Sales and Customer Service ensures the store presents the best of Macy’s by viewing it through customers’ eyes, leading initiatives to increase shopper loyalty, and upholding customer-service standards. The role leads the service team in maintaining a welcoming, sales-ready floor and builds an inclusive environment through training, coaching, and sharing knowledge and enthusiasm. The manager leads the team to meet sales and service goals, manages selling support and related operations, develops colleagues, and supports other store functions. The position requires a flexible retail schedule, including days, evenings, holidays, and weekends, and involves substantial physical activity.

Requirements

3–5 years of management experience in retail.
Ability to build, lead, and motivate a productive team.
Passion for excellent customer experiences and maintaining a welcoming sales floor.
Ability to exceed sales goals through coaching, recognition, and productivity management.
Ability to review and use sales and rewards data to 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 top 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.
Able to work a flexible schedule based on department and company needs.
Ability to perform heavy lifting, constant moving, standing, and reaching with arms and hands; stand for at least two consecutive hours; lift at least 30 lbs.; stoop, kneel, crouch, and climb ladders.
May need to reach above eye level; 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.
Exceed sales goals by leading initiatives through coaching and recognition and 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, 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 colleague problems.
Foster acceptance and respect and strengthen relationships and 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 and volunteer opportunities.
Merchandise discounts.
Performance-based incentives.
Annual merit review.
Employee Assistance Program with mental health counseling and legal and financial advice.
Tuition reimbursement.