Manager, Sales and Customer Service - Jewelry/Watch

Macy's•Sherman Oaks, CA

About The Position

The Manager, Sales and Customer Service ensures that Macy’s standards for customer service are upheld and the sales floor is welcoming and ready. The role leads initiatives to increase shopper loyalty and deliver exceptional customer experiences, while building an enthusiastic team through training, coaching, and recognition. The manager oversees sales performance, selling support, and talent development, and supports other operational areas across the store. 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 team.
Passion for delivering exceptional customer experiences and maintaining a welcoming sales floor.
Ability to exceed sales goals through coaching, recognition, and improved 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.
Ability to conduct talent analysis, establish career progression plans, and retain top talent.
Ability to address complaints and resolve problems with colleagues.
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 and constant moving, standing, and reaching with arms and hands; stand for at least two consecutive hours; lift at least 30 lbs.; and stoop, kneel, crouch, and climb ladders.
May need to reach above eye level.
Requires close vision, color vision, depth perception, and focus adjustment.

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 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.
Analyze colleague talent and establish career progression plans for key positions to retain top 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, 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.
Work a flexible retail schedule based on department and company needs, including days, evenings, holidays, and weekends.
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.