Sales & Customer Experience Manager

Macy's; Braintree (MA); On-site; USD 60,000 - 90,000; Full time

Benefits offered by this job

Merchandise discounts

Incentives program

Annual merit review

Employee assistance

Tuition reimbursement

Job summary

Macy's is seeking a Manager, Sales & Customer Service to lead a high-performing team and uphold the Macy's standard of customer service. You will guide initiatives to boost shopper loyalty, train and coach colleagues, and ensure a welcoming sales floor that reflects Macy's brand and values.

In this role you will recruit, develop, and retain top talent, manage selling operations, and collaborate across OMNI, Style, and Asset Protection to optimize store performance and guest experience.

Qualifications

• Bachelor’s degree or equivalent work experience in a related field.
• 3–5 years of management experience in retail.
• Heavy lifting, standing, and reaching with arms and hands.

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

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

Education

Bachelor's degree or equivalent

High School diploma or equivalent, 3–5 years retail management

Tools

Microsoft Office

Job description

Macy's is seeking a Manager, Sales & Customer Service to lead a high-performing team and uphold the Macy's standard of customer service. You will guide initiatives to boost shopper loyalty, train and coach colleagues, and ensure a welcoming sales floor that reflects Macy's brand and values.

In this role you will recruit, develop, and retain top talent, manage selling operations, and collaborate across OMNI, Style, and Asset Protection to optimize store performance and guest experience.