Manager, Sales and Customer Service

About the Role

Be part of an amazing story at Macy’s, a company with over 160 years of history and a central role in America’s cultural moments. As the Manager, Sales & Customer Service, you will ensure the very best of Macy's is always on display. You’ll lead initiatives to increase shopper loyalty while upholding Macy’s standards for customer service, fostering a welcoming and ready sales floor in a fun and inclusive environment.

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, 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

• Bachelor’s degree or equivalent work experience in a related field (High School diploma or equivalent also accepted)
• 3-5 years of management experience in retail
• Ability to perform physical tasks including heavy lifting (at least 30 lbs.), constant moving, standing, and reaching with arms and hands
• Involves standing for at least two consecutive hours, stooping, kneeling, crouching, and climbing ladders
• May involve reaching above eye level
• Requires close vision, color vision, depth perception, and focus adjustment
• Able to work a flexible schedule based on department and company needs

Skills

• Leadership and Team Building: Ability to build, lead, and motivate a productive, enthusiastic team
• Customer Service Excellence: Passion for delivering exceptional customer experiences and maintaining a welcoming sales floor
• Sales and Performance Management: Proven ability to exceed sales goals through coaching, recognition, and optimizing productivity and efficiency
• Analytical Skills: Ability to review and utilize sales and rewards data to recognize colleagues and develop improvement strategies
• Operational Management: Experience managing selling support activities, including stockroom, signing, equipment, and merchandising
• Cross-functional Support: Capability to support other operational areas such as OMNI, Style, and Asset Protection
• Talent Development: Proficient in conducting talent analysis, establishing career progression plans, and retaining top talent
• Conflict Resolution: Effective in addressing complaints and resolving problems with colleagues
• Communication Skills: Consistently clear and effective communicator, writer, and presenter
• Technical Proficiency: Strong skills in Microsoft suite, computers, and handheld devices

Benefits

• Competitive pay and comprehensive health and wellness coverage (medical, vision, dental, life, disability insurance)
• 401(k) match to invest in your future
• Paid time off and eight paid holidays
• Continuous learning and leadership development opportunities
• Merchandise discounts
• Performance-based incentives and annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement
• Colleague Resource Groups for community building and volunteer opportunities

This position may be eligible for performance-based incentives/bonuses. Eligibility requirements may apply based on location, job level, classification, and length of employment.