Manager, Sales And Customer Service

Macy's - San Francisco, CA

Full-time - Mid Level

San Francisco, CA

General Merchandise Retailers

About the position

The Manager, Sales & Customer Service at Macy's is responsible for ensuring an exceptional customer experience by leading a dedicated team. This role focuses on increasing shopper loyalty, maintaining high standards of customer service, and creating a welcoming sales environment. The manager will drive sales initiatives, coach team members, and support various operational areas to enhance overall store performance.

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

• 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.
• Proven ability to exceed sales goals through coaching, recognition, and optimizing productivity and efficiency.
• 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.

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