Manager, Sales And Customer Service

Macy's - Cheektowaga, NY

Full-time - Mid Level

Cheektowaga, NY

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. You will be passionate about creating the perfect customer experience, which will be reflected in your leadership of the service team. Your role will involve training and coaching your team, fostering an environment that is both fun and inclusive, and ensuring that the sales floor is always welcoming and ready for customers. In this position, you will be tasked with building a productive and enthusiastic team that is eager to engage with customers and create memorable shopping experiences. You will exceed sales goals by leading Macy's initiatives through effective coaching and recognition, while also optimizing productivity and efficiency. Utilizing Sales and Star Rewards data, you will provide recognition to colleagues and develop strategies to improve overall results. Additionally, you will manage selling support functions, including stockroom organization, signage, equipment, and merchandising, while also supporting operational areas such as OMNI, Style, and Asset Protection. A key aspect of your role will be conducting ongoing talent analysis of your colleagues, establishing career progression plans for key players, and focusing on retention strategies to reduce turnover. You will actively prioritize filling open positions with internal colleagues in Customer Experience, Commission, and Specialized Selling areas. Your responsibilities will also include 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.

Responsibilities

• Build a productive, enthusiastic team ready 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 and develop strategies to improve results.
• Manage selling support including stockroom, signing, equipment, and merchandising.
• Support operational areas such as OMNI, Style, and Asset Protection.
• Conduct ongoing Talent Analysis of colleagues and establish career progression plans for key players to retain 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.
• Direct and manage 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 to 5+ years of management experience in a department or retail store.
• Consistently clear and effective communicator, writer, and presenter.
• Strong proficiency in the Microsoft suite and general computer skills, including handheld devices.
• Energetic team member who works well with customers and colleagues.