Manager, Sales and Customer Service

$56,175 - $93,870/Yr

Macy's - Tracy, CA

Full-time - Mid Level

Tracy, CA

General Merchandise Retailers

About the position

At Macy's, Inc., the Manager, Sales & Customer Service plays a pivotal role in ensuring that the store reflects the best of what Macy's has to offer. This position is centered around enhancing the customer experience by leading initiatives that foster shopper loyalty and uphold the company's high standards for customer service. The manager is responsible for viewing the store from the customers' perspective, which drives their passion for creating a welcoming and engaging shopping environment. This role is ideal for individuals who thrive in a fun and inclusive atmosphere and enjoy connecting with people while sharing their knowledge and enthusiasm through effective training and coaching. The Manager will build a productive and enthusiastic team that is eager to engage with customers and create memorable shopping experiences. They will exceed sales goals by leading Macy's initiatives through coaching and recognition, optimizing productivity and efficiency. The manager will also review and utilize Sales and Star Rewards data to recognize colleagues and develop strategies for improvement. Additionally, they will manage selling support, including stockroom operations, signage, equipment, and merchandising, while also supporting other operational areas such as OMNI, Style, and Asset Protection. A key responsibility of the Manager is to conduct ongoing talent analysis of colleagues, establishing career progression plans for key positions to retain top talent and reduce turnover. They will actively fill open positions, prioritizing internal colleagues in Customer Experience, Commission, and Specialized Selling areas. The role involves interviewing, hiring, training, coaching, developing, coordinating, evaluating, and disciplining direct and indirect reports, ensuring the team meets or exceeds performance and behavioral expectations. The Manager will also address complaints and resolve problems with colleagues, all while working a flexible retail schedule that includes days, evenings, holidays, and weekends.

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

• Ability to build, lead, and motivate a productive, enthusiastic team.
• Passion for delivering exceptional customer experiences and maintaining a welcoming sales floor.
• Proven ability to exceed sales goals through coaching, recognition, and optimizing productivity and efficiency.
• Ability to review and utilize 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 other operational areas such as OMNI, Style, and Asset Protection.
• Proficient in conducting talent analysis, establishing career progression plans, and retaining top talent.
• Effective in addressing complaints and resolving problems with colleagues.
• Consistently clear and effective communicator, writer, and presenter.
• Strong skills in Microsoft suite, computers, and handheld devices.

Nice-to-haves

• Bachelor's degree or equivalent work experience in a related field.
• High School diploma or equivalent with 3-5 years of management experience in retail.

Benefits

• An inclusive, challenging, and refreshingly fun work environment
• Competitive pay and benefits rooted in principles of equity
• Performance incentives and annual merit review
• Merchandise discounts
• Health and Wellness Benefits across medical, dental, vision, and additional insurance
• Retirement Savings Plan with 401k match opportunity
• Employee Assistance Program (mental health counseling and legal/financial advice)
• Resources for continuous learning, career growth, and leadership development
• 8 paid holidays
• Paid Time Off (first year prorated depending on start date)
• Tuition reimbursement program
• Guild education benefit funds 100% of tuition, books, and fees in designated programs
• Colleague Resource Groups (CRGs) and give-back/volunteer opportunities
• Empowerment and autonomy to perform impactful work with tangible results