Customer Experience Manager

$58,850 - $76,450/Yr

Macy's - Silver Spring, MD

Part-time - Mid Level

Silver Spring, MD

10,001+ employees

General Merchandise Retailers

About the position

The Customer Experience Manager at Macy's is responsible for ensuring exceptional customer service and enhancing shopper loyalty. This role involves leading a team to create memorable shopping experiences while maintaining the store's standards. The manager will drive sales initiatives, support operational areas, and develop talent within the team, all within a fun and inclusive environment.

Responsibilities

• Build a productive, enthusiastic team eager to engage with customers and create memorable shopping experiences.
• Exceed sales goals by leading Macy's initiatives through coaching and recognition, optimizing productivity and efficiency.
• Review and utilize 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 of colleagues 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 problems with colleagues.
• Work a flexible retail schedule, including days, evenings, holidays, and weekends.

Requirements

• High school diploma or GED; Bachelor's degree or equivalent work experience in a related field is encouraged.
• 3-5 years of management experience in retail.
• Proven ability to exceed sales goals through coaching, recognition, and optimizing productivity and efficiency.
• Ability to build, lead, and motivate a productive, enthusiastic team.
• Passion for delivering exceptional customer experiences and maintaining a welcoming sales floor.
• Experience managing selling support activities, including stockroom, signing, equipment, and merchandising.
• Proficient in conducting talent analysis, establishing career progression plans, and retaining top talent.
• Effective in addressing complaints and resolving problems with colleagues.
• Strong skills in Microsoft suite, computers, and handheld devices.

Nice-to-haves

• Experience in sales and customer service roles.
• Ability to work a flexible schedule based on department and company needs.

Benefits

• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Paid holidays
• Paid time off
• Tuition reimbursement program
• Guild education benefit funds for tuition, books, and fees in designated programs
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Resources for continuous learning, career growth, and leadership development
• Performance incentives and annual merit review
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities