Customer Service Manager
4 weeks ago
The Manager, Sales & Customer Service is a key role at Macy's, responsible for ensuring that the store provides an exceptional customer experience. This involves leading initiatives to increase shopper loyalty, upholding Macy's standards for customer service, and maintaining a welcoming and ready sales floor.
Key Responsibilities:
- Build a productive and enthusiastic team that engages with customers and creates 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 activities, including 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.
Requirements:
- 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.
About Macy's
Macy's is a leading retail company that is committed to creating exciting and memorable experiences for every customer. We offer a range of opportunities in Sales, Merchandise, Operations, Customer Service, Warehouse, Marketing, and other areas that let you express your creativity and commitment to excellence, grow your career, and make a difference to your Macy's colleagues and customers.
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