Manager, Sales and Customer Service

Macy's; Bethesda (MD); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Merchandise discounts

Incentives

Merit reviews

EAP & mental health

Job summary

Macy’s is seeking a Manager, Sales & Customer Service in Bethesda to lead a high-performing team and elevate the customer shopping experience. You will coach staff, optimize store operations, and align initiatives with Macy’s standards for exceptional service.

You will review sales data, drive loyalty programs, and mentor colleagues to advance careers while maintaining a welcoming environment for customers and teammates alike.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• Strong leadership and communication skills.
• Experience in retail management and customer service excellence.
• Ability to analyze sales data and drive performance.

Responsibilities

• Lead a productive, customer-focused sales team and deliver an exceptional store experience.
• Drive sales goals through coaching, recognition, and process improvements.
• Utilize Sales and Star Rewards data to guide staff development and outcomes.
• Oversee stockroom, signing, merchandising, and selling support; manage operations across departments.

Skills

Leadership

Customer Service

Sales Management

Analytics

Operations Mgmt

Cross-functional

Talent Development

Conflict Resolution

Communication

Technical Proficiency

Education

Bachelor’s degree or equivalent

Tools

Microsoft Office

Job description

Be part of an amazing story

Macy's is more than just a store. We're a story. One that's captured the hearts and minds of America for more than 160 years. A story about innovations and traditions...about inspiring stores and irresistible products...about the excitement of the Macy's 4th of July Fireworks, and the wonder of the Thanksgiving Day Parade. We've been part of memorable moments and milestones for countless customers and colleagues. Those stories are part of what makes this such a special place to work.

Job Overview

The Manager, Sales & Customer Service ensures that the very best of Macy's is always on display. They see the store through the customers' eyes, leading initiatives to increase shopper loyalty while upholding Macy's standards for customer service. Their passion for the perfect customer experience drives the service team to maintain a welcoming and ready sales floor. Macy's fun and inclusive environment is ideal for someone who enjoys connecting with people and sharing knowledge and enthusiasm with the team through training and coaching.

What You Will Do

• 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
• In addition to the essential duties mentioned above, other duties may be assigned

Skills You Will Need

• 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

Who You Are

• Candidates with a Bachelor's degree or equivalent work experience in a related field are encouraged to apply.
• Candidates with a High School diploma or equivalent are encouraged to apply.
• 3-5 years of management experience in retail
• This position requires heavy lifting, constant moving, standing, and reaching with arms and hands.
• Involves standing for at least two consecutive hours, lifting at least 30 lbs. 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

What We Can Offer You

Join a team where work is as rewarding as it is fun! We offer a dynamic, inclusive environment with competitive pay and benefits. Enjoy comprehensive health and wellness coverage and a 401(k) match to invest in your future. Prioritize your well-being with paid time off and eight paid holidays. Grow your career with continuous learning and leadership development. Plus, build community by joining one of our Colleague Resource Groups and make a difference through our volunteer opportunities.

• Merchandise discounts
• Performance-based incentives
• Annual merit review
• Employee Assistance Program with mental health counseling and le