Manager, Sales and Customer Service

Macy's•Manhattan Beach, CA

14d•$61,930 - $103,070

About The Position

The Manager, Sales and Customer Service ensures Macy’s standards for customer service are upheld and the sales floor is welcoming and ready. This manager leads initiatives to increase shopper loyalty and improve sales performance through coaching, recognition, and effective use of sales and Star Rewards data. The role manages selling support activities and supports other operational areas, while developing and retaining colleagues through talent analysis and career progression planning. It also includes hiring and managing direct and indirect reports, addressing colleague complaints and problems, and fostering an inclusive environment that builds authentic connections with colleagues, customers, and communities. The role requires a flexible retail schedule, including days, evenings, holidays, and weekends, and may include other assigned duties.

Requirements

3–5 years of management experience in retail.
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 applications, computers, and handheld devices.
Ability 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.; stoop, kneel, crouch, and climb ladders; and possibly reach above eye level.
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.
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.
Work a flexible retail schedule, including days, evenings, holidays, and weekends.
Foster acceptance and respect, strengthening 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 and 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.