Manager, Sales and Customer Service

Macy's; New Jersey; On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Merchandise discounts

Performance-based incentives

Annual merit review

Employee Assistance Program

Tuition reimbursement

Job summary

Macy's is hiring a Manager of Sales & Customer Service to lead a service-driven team focused on delivering outstanding customer experiences in a fast-paced retail environment.

You will coach staff, leverage data to optimize results, and collaborate across OMNI, Style, and Asset Protection. This role requires a flexible schedule and commitment to Macy's inclusive culture.

Qualifications

• Bachelor's degree or equivalent work experience in a related field.
• High School diploma or equivalent.
• 3–5 years of management experience in retail.
• Must be able to lift up to 30 lbs and stand for extended periods.
• Flexibility to work a retail schedule including evenings, holidays, and weekends.

Responsibilities

• Build and lead a productive, enthusiastic team prioritizing exceptional customer experiences.
• Exceed sales goals by coaching, recognizing performance, and improving productivity.
• Review sales data to develop improvement strategies and recognize colleagues.
• Manage selling support including stockroom, signing, equipment, and merchandising.
• Support OMNI, Style, and Asset Protection initiatives.
• Conduct talent analysis and establish career progression plans to retain top talent.
• Fill open positions and coach reports to meet performance expectations.
• Interview, hire, train, and discipline team members to meet standards.
• Maintain a flexible schedule based on department needs.
• Foster an inclusive environment and authentic connections with colleagues and customers.
• Additional duties as assigned.

Skills

Leadership

Customer Service

Sales & Performance

Analytical Skills

Operational Management

Cross-functional Support

Talent Development

Conflict Resolution

Communication Skills

Technical Proficiency

Education

Bachelor's degree

High School diploma

Tools

Microsoft Office

Computers

Handheld devices

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.

Some additional benefits we offer include:

• * Merchandise discounts
• * Performance-based incentives
• * Annual merit review
• * Employee Assistance Program with mental health counseling and legal/financial advice
• * Tuition reimbursement

Access the full menu of benefits offerings here (https://hr.macys.net/csw/u/pub/pdfs/14976.pdf).

*About Us*

This is a great time to join Macy's! Whether you're helping a customer find the perfect gift, streamlining operations in one of our distribution centers, enhancing our online shopping experience, buying in-style and on-trend merchandise to outfit our customers, or designing a balloon for the Thanksgiving Day Parade, we offer unique opportunities to be part of some of the most memorable moments in people's lives.

This job description is not all-inclusive. Macy's, Inc. reserves the right to amend this job description at any time. Macy's, Inc. is an Equal Opportunity Employer, committed to a diverse and inclusive work environment.

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Additional benefit details are available at macysJOBS.com.