Manager, Sales and Customer Service

About the position

The Manager, Sales & Customer Service ensures that the very best of Macy's is always on display. They see the store through the customers' eyes, leading initiatives to increase shopper loyalty while upholding Macy’s standards for customer service. Their passion for the perfect customer experience drives the service team to maintain a welcoming and ready sales floor. Macy’s fun and inclusive environment is ideal for someone who enjoys connecting with people and sharing knowledge and enthusiasm with the team through training and coaching.

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
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities

Requirements

• Candidates with a Bachelor’s degree or equivalent work experience in a related field are encouraged to apply.
• Candidates with a High School diploma or equivalent are encouraged to apply.
• 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
• 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

Benefits

• Comprehensive health and wellness coverage
• 401(k) match
• Paid time off and eight paid holidays
• Continuous learning and leadership development
• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement