Manager, Sales And Customer Service

Macy's - Springfield, IL

Full-time - Manager

Springfield, IL

General Merchandise Retailers

About the position

As a Sales and Customer Experience Manager at Macy's, you will play a pivotal role in ensuring that the store consistently reflects the highest standards of customer service and engagement. Your primary responsibility will be to view the store from the customers' perspective, leading initiatives that enhance shopper loyalty and satisfaction. This position requires a passion for delivering exceptional customer experiences, which you will instill in your service team through effective training and coaching. You will be responsible for maintaining a welcoming and well-presented sales floor, ensuring that every customer interaction is memorable and positive. In this role, you will build and lead a productive and enthusiastic team that is eager to engage with customers. You will exceed sales goals by implementing Macy's initiatives, providing coaching and recognition to your team, and optimizing productivity and efficiency. Utilizing Sales and Star Rewards data, you will recognize colleagues' achievements and develop strategies to improve overall performance. Additionally, you will manage various selling support functions, including stockroom organization, signage, equipment management, and merchandising. Your responsibilities will also extend to supporting operational areas such as OMNI, Style, and Asset Protection. You will conduct ongoing talent analysis of your colleagues, establishing career progression plans for key players to enhance retention and reduce turnover. Actively filling open positions will be a priority, with a focus on promoting internal colleagues in Customer Experience, Commission, and Specialized Selling areas. As a manager, you will be involved in the entire employee lifecycle, including interviewing, hiring, training, coaching, developing, coordinating, evaluating, and disciplining both direct and indirect reports. You will direct and manage your team to meet or exceed performance and behavioral expectations, addressing any complaints and resolving problems as they arise. Flexibility in your schedule is essential, as you will be required to work during days, evenings, holidays, and weekends to meet the needs of the business.

Responsibilities

• Build a productive, enthusiastic team that's ready and eager to engage with customers and create memorable shopping experiences
• Exceed sales goals by leading Macy's initiatives through coaching and recognition, while optimizing productivity and efficiency
• Review and utilize Sales and Star Rewards data to provide colleague recognition; develop and communicate strategies to improve results
• Manage selling support: i.e., stockroom, signing, equipment, merchandising
• Support other operational areas such as OMNI, Style, Asset Protection
• Conduct ongoing Talent Analysis of colleagues and establish career progression plans for key players and positions to result in retention of best talent and turnover reduction
• 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; direct and manage team to meet or exceed performance and behavioral expectations; address complaints from and resolve problems with colleagues
• Work a flexible retail schedule: day, evening, holidays, and weekend

Requirements

• 3 to 5+ years of management experience in a department or retail store
• A consistently clear and effective communicator, writer, and presenter
• Strong in the Microsoft suite, computers, and handheld devices in general
• An energetic team member who works well with customers and colleagues