Manager, Sales and Customer Service

About the role

The Manager, Sales & Customer Service plays a crucial role in ensuring Macy’s maintains its reputation for excellence. They oversee a team to enhance customer satisfaction and drive sales, leveraging data to identify areas for improvement and support the broader business.

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

• 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

Skills

• Leadership and Team Building
• Customer Service Excellence
• Sales and Performance Management
• Analytical Skills
• Operational Management
• Cross-functional Support
• Talent Development
• Conflict Resolution
• Communication Skills
• Technical Proficiency

Benefits

• Comprehensive health and wellness coverage
• 401(k) match
• Paid time off
• Eighth paid holidays
• Continuous learning and leadership development
• Mission-driven culture and community involvement

Pay

Competitive pay and benefits package including a 401(k) match, medical/vision/dental/life/disability insurance options, PTO accruals, and more.

Schedule

A flexible retail schedule including days, evenings, holidays, and weekends.