Manager Sales and Customer Service

About the role

Macy's is more than just a store. For more than 160 years, the company has been part of memorable moments for customers and colleagues. The Manager, Sales & Customer Service ensures the best of Macy's is on display, leads initiatives to increase shopper loyalty, and upholds customer service standards. The role guides the service team in maintaining a welcoming, ready sales floor and supports an inclusive environment through training and coaching.

Responsibilities

• Build a productive, enthusiastic team that engages with customers and creates memorable shopping experiences.
• Exceed sales goals by leading Macy's initiatives through coaching and recognition, and optimizing productivity and efficiency.
• Review and use 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, including OMNI, Style, and Asset Protection.
• Analyze colleague talent, establish career progression plans for key positions, 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 goals.

Key facts

• The role leads initiatives to increase shopper loyalty and uphold customer service standards.
• Responsibilities include managing selling support, such as the stockroom, signing, equipment, and merchandising.
• The role includes training, coaching, and developing colleagues.