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, leading initiatives to increase shopper loyalty while upholding Macy’s standards for customer service. This role thrives in Macy’s fun and inclusive environment, ideal for someone who enjoys connecting with people and sharing knowledge and enthusiasm 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.
• Other duties as assigned.

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 (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.
• Merchandise discounts and performance-based incentives.
• Annual merit review.
• Employee Assistance Program with mental health counseling and legal/financial advice.
• Tuition reimbursement.
• Continuous learning and leadership development opportunities.
• Colleague Resource Groups for community building.
• Volunteer opportunities to make a difference.