Manager, Specialized Sales and Customer Service

About the role

The Manager, Sales & Customer Service ensures that the very best of Macy’s is always on display. They view the store through the customers’ eyes, leading initiatives to increase shopper loyalty while upholding Macy’s standards for customer service. The role drives the service team to maintain a welcoming and ready sales floor and thrives in Macy’s 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 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 (High School diploma or equivalent also acceptable).
• 3–5 years of management experience in retail.
• Ability to lift at least 30 lb and perform heavy lifting, constant moving, standing, and reaching with arms and hands.
• Ability to stand for at least two consecutive hours, stoop, kneel, crouch, climb ladders, and reach above eye level.
• Close vision, color vision, depth perception, and focus adjustment required.
• Ability 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

• Dynamic, inclusive environment with competitive pay.
• Comprehensive health and wellness coverage.
• 401(k) match.
• Paid time off and eight paid holidays.
• Continuous learning and leadership development opportunities.
• Colleague Resource Groups and volunteer opportunities.
• Merchandise discounts.
• Performance‑based incentives.
• Annual merit review.
• Employee Assistance Program with mental health counseling and legal/financial advice.
• Tuition reimbursement.
• Medical, vision, dental, life, and disability insurance options.
• PTO accruals and holidays (eligibility may vary by location, job level, classification, and length of employment).

Pay

Competitive pay with performance‑based incentives and bonuses.

Schedule

Flexible retail schedule, including days, evenings, holidays, and weekends.