Manager, Sales And Customer Service

Macy's

Full-time - Mid Level

General Merchandise Retailers

About the position

The Manager, Sales & Customer Service at Macy's plays a pivotal role in ensuring that the store consistently reflects the best of what Macy's has to offer. This position is centered around viewing the store from the customers' perspective, leading initiatives aimed at enhancing shopper loyalty while adhering to Macy's high standards for customer service. The ideal candidate will possess a passion for delivering an exceptional customer experience, which will inspire the service team to maintain a welcoming and well-prepared sales floor. Macy's vibrant and inclusive environment is perfect for individuals who thrive on connecting with people and sharing their knowledge and enthusiasm through effective training and coaching. In this role, the manager will be responsible for building a productive and enthusiastic team that is eager to engage with customers and create memorable shopping experiences. The manager will also be tasked with exceeding sales goals by leading Macy's initiatives through coaching and recognition, while optimizing productivity and efficiency. Utilizing Sales and Star Rewards data will be essential for recognizing colleagues and developing strategies to improve overall results. The manager will oversee selling support, which includes managing the stockroom, signage, equipment, and merchandising, while also supporting other operational areas such as OMNI, Style, and Asset Protection. Additionally, the manager will conduct ongoing talent analysis of team members and establish career progression plans for key positions to retain top talent and reduce turnover. Actively filling open positions will be a priority, with a focus on internal colleagues in Customer Experience, Commission, and Specialized Selling areas. The role involves interviewing, hiring, training, coaching, developing, coordinating, evaluating, and disciplining both direct and indirect reports. The manager will ensure that the team meets or exceeds performance and behavioral expectations, while also addressing complaints and resolving issues with colleagues. Flexibility in scheduling is required, as the manager will need to work days, evenings, holidays, and weekends as needed.

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.
• Strong skills in Microsoft suite, computers, and handheld devices.
• Dedicated to fulfilling ideals of diversity, inclusion, and respect.

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