Manager, Sales and Customer Service

Macy's•Sacramento, CA

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 focuses on creating an exceptional customer experience and maintaining a welcoming, ready sales floor. The manager trains and coaches the service team in Macy’s inclusive retail environment. The position leads the team toward sales and performance goals, oversees selling support and selected operational areas, and develops colleagues through talent analysis and career progression planning. The manager also hires, trains, coaches, evaluates, and manages direct and indirect reports, addressing complaints and resolving colleague issues as needed. The role requires a flexible retail schedule, including days, evenings, holidays, and weekends, and involves physical activity such as lifting, standing, moving, reaching, and climbing ladders.

Requirements

3–5 years of management experience in retail.
Candidates with a Bachelor’s degree or equivalent work experience in a related field are encouraged to apply; candidates with a high school diploma or equivalent are also encouraged to apply.
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 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 operational areas such as OMNI, Style, and Asset Protection.
Proficiency in talent analysis, career progression planning, 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 physical tasks including heavy lifting, constant moving, standing, and reaching with arms and hands; stand for at least two consecutive hours; lift at least 30 pounds; 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.
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.
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.
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
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