Manager, Sales and Customer Service

Macy's•Montclair, CA

25d•$61,930 - $103,070

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. The manager leads the service team in maintaining a welcoming, ready sales floor and builds an inclusive, engaging environment through training and coaching. The role focuses on delivering excellent customer experiences, exceeding sales goals, managing selling support and supporting other operational areas. The manager also develops colleagues, fills open positions, and manages direct and indirect reports.

Requirements

3–5 years of management experience in retail.
Ability to build, lead, and motivate a productive, enthusiastic team.
Passion for delivering 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.
Capability to support operational areas such as OMNI, Style, and Asset Protection.
Proficiency in talent analysis, establishing career progression plans, 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.
Able to work a flexible schedule based on department and company needs.
Able to perform heavy lifting and constant moving, standing, and reaching with arms and hands.
Able to stand for at least two consecutive hours and 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 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, 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.
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.