Manager, Sales and Customer Service

About the Role

Be part of an amazing story. Macy’s is more than just a store. We’re a story that’s captured the hearts and minds of America for more than 160 years—innovations and traditions, inspiring stores and irresistible products, the excitement of the Macy’s 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. 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. A fun and inclusive environment 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

• 3-5 years of management experience in retail
• Bachelor’s degree or equivalent work experience in a related field (High School diploma or equivalent also accepted)
• Ability to perform physical tasks including heavy lifting, constant moving, standing, and reaching with arms and hands
• Involves standing for at least two consecutive hours, lifting at least 30 lbs., 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 performance-based incentives
• 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
• Merchandise discounts
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement
• Colleague Resource Groups for community building
• Volunteer opportunities

About Us

This is a great time to join Macy’s! Whether you’re helping a customer find the perfect gift, streamlining operations, enhancing our online shopping experience, buying in-style merchandise, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of memorable moments in people’s lives. Join us and help write the next chapter in our story.