Manager, Sales and Customer Service

About the role

The Manager, Sales & Customer Service plays a crucial role in ensuring Macy’s maintains its reputation as a leader in customer service and innovation. They oversee a team dedicated to creating memorable shopping experiences and exceeding sales targets.

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

• Bachelor’s degree or equivalent work experience in a related field
• 3-5 years of management experience in retail
• Heavy lifting, constant moving, standing, and reaching with arms and hands
• Lifting at least 30 lbs., stooping, kneeling, crouching, and climbing ladders
• Close vision, color vision, depth perception, and focus adjustment
• Able to work a flexible schedule based on department and company needs

Qualifications

• Prioritize your well-being with paid time off and eight paid holidays
• Grow your career with continuous learning and leadership development
• Join one of our Colleague Resource Groups and make a difference through our volunteer opportunities

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

• Comprehensive health and wellness coverage
• 401(k) match
• Merchandise discounts
• Performance-based incentives/bonuses
• Annual merit review
• Employee Assistance Program with mental health counseling and legal/financial advice
• Tuition reimbursement