Manager, Sales and Customer Service

Macy's•Valley Stream, NY

About The Position

The Manager, Sales and Customer Service ensures that Macy’s standards for customer service are upheld and that the sales floor is welcoming and ready for customers. The role leads initiatives to increase shopper loyalty and improve sales results by coaching, recognizing, and motivating colleagues. It also manages selling support and helps support other operational areas, while developing talent and fostering an inclusive environment where colleagues and customers can build authentic connections. The manager hires, trains, coaches, develops, evaluates, and disciplines direct and indirect reports; addresses colleague complaints and resolves problems; and works to meet or exceed performance and behavioral expectations. The role requires a flexible retail schedule based on department and company needs, including days, evenings, holidays, and weekends. The position involves physical activity including heavy lifting, frequent movement, standing, reaching, and other tasks described below.

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 creating exceptional customer experiences.
Ability to exceed sales goals through coaching, recognition, and improving productivity and efficiency.
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, including OMNI, Style, and Asset Protection.
Ability to conduct talent analysis, create career progression plans, and retain talent.
Ability to address complaints and resolve colleague problems.
Clear and effective communication, writing, and presentation skills.
Strong skills using Microsoft suite, computers, and handheld devices.
Ability to work a flexible schedule based on department and company needs, including days, evenings, holidays, and weekends.
Ability to perform the physical demands of the role, including heavy lifting, constant moving, standing, reaching, and lifting at least 30 lbs.

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 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 the team to meet or exceed performance and behavioral expectations; 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.
Volunteer opportunities.
Merchandise discounts.
Performance-based incentives.
Annual merit review.
Employee Assistance Program with mental health counseling and legal and financial advice.
Tuition reimbursement.