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Director, Sales And Customer Experience

Country : USA USA

State : Tennessee

County : Davidson County

Town : Nashville

Category : Sales

Contract type : Permanent

Availability : Full time

Job description

About

Macy's is proudly America's Department Store. There's a reason we've been around for 160 years. Customers come to us for fashion, value and celebration. Macy's is also known for giving back to our communities.

The magic of Macy's ultimately comes alive in our stores, and our store colleagues are the ones making it happen. They provide outstanding customer service, create a memorable shopping experience, and drive sales results. A store position at Macy's (seasonal, part-time, or full-time) is the perfect way to explore the world of retail. Some of Macy's top executives started their careers as part-time retail sales associates. Our store positions are ideal for forming relationships, building teams, and developing leadership skills to grow your career at Macy's. Macy's stores are ideal for building capability in creating partnerships, building teams, and developing the leaders of tomorrow. Macy's is the "Academy" for retail careers.

Our store management team has the privilege to lead, manage, and inspire a diverse and creative team in delivering store results. Part business consultant, part relationship guru, and 100% leader, you'll contribute and collaborate to drive the business forward. With frequent opportunities to advance, joining our store management team puts you on a fast-track to career success.

Job Overview

As the Director, In Store, you will lead a team of People Leaders and drive strategy to achieve sales with focus on the Macy's customer. All activities related to presenting a clean, neat and organized shopping environment for our customers are under your leadership and direction. You will lead initiatives and related efforts to increase customer loyalty, while delivering on Macy's standards for customer service. With training, coaching and development, a team of People Leaders and Colleagues will grow following your leadership. Perform other duties as assigned. This role reports to and is a developmental step to Store Manager.

Essential Functions

  • Lead a team of People Leaders - Sales and Customer Experience Managers, Omni Operations Managers and Style Merchandise Managers. Coach, train, teach and develop skills and strategy to drive customer experience, selling, merchandise and operational processes.

    • Analyze Store's business in order to strategize and deliver results; implement action plans focusing on deficient business areas and highlight growth opportunities.
    • Drive and exceed sales goals by leading Macy's initiatives through coaching, feedback, and recognition, while optimizing productivity and efficiency.
    • Develop strategies and appropriately plan/execute workload on the following: pricing, signing, visual execution, merchandise execution, event execution.
    • Drive profit results by leading and planning/executing workload on the following: product movement logistics, fulfillment, and back of house activities.
  • Lead customer service culture in the store. Ensure Colleagues engage with customers and provide a friendly and easy to shop environment.
  • Review Sales, Customer Experience, and Star Rewards results and strategize action for continued improvement.
  • Drive Customer Experience KPI, such as Omni Customer Experience score and Omni demand metrics.
  • Review and utilize data to provide People Leader and Colleague recognition; develop and communicate strategies to improve results.
  • Work with Managers, Sales and Customer Experience to build the client relationship between Macy's Stylists and customers through MyClient and other customer acquisition initiatives.
  • Strategize, plan and execute events and community outreach. Ensure execution through Managers, Sales and Customer Experience.
  • Develop People Leader and Hourly Colleague talent. Monitor and address performance issues on a timely basis.
  • Conduct ongoing Talent Analysis of Colleagues and establish career progression plans for key players and positions to result in retention of best talent and turnover reduction.
  • Actively participate in the recruitment process and fill open Executive positions prioritizing internal movement, Commission, and High Level Selling areas.
  • Interview, hire, train, direct, manage, coach, develop, coordinate, evaluate, and discipline direct and indirect reports; establish strategy for work; provide insight and decision support; direct and manage team to meet or exceed performance and behavioral expectations; address complaints from and resolve problems with colleagues.
  • Ensure most effective sales floor coverage through the development of workforce solutions and lead selling initiatives throughout the store as needed.
  • Establish high level of shortage awareness and effectiveness; ensure that all policies and procedures are implemented.
  • Perform other duties as assigned.
  • Regular, dependable attendance and punctuality.
Competencies

  • Bachelor's Degree or equivalent.
  • A minimum of 7-10 years retail management with experience developing leaders in a department or specialty store.
  • Effective written and verbal communication skills.
  • Ability to draft reports and other communications, effectively present to management and internal and external business partners, and interpret instructional documents such as safety rules, operating and maintenance instructions, and procedure manuals.
  • Basic math functions such as addition, subtraction, multiplication, and division.
  • Working knowledge of Microsoft Word, PowerPoint, Excel and Exchange.
  • Able to handle multiple tasks simultaneously.
  • Self-motivated. Excellent organizational, prioritization, and time management skills. Ability to collaborate and function as a member of a team.
  • Must possess a strong sense of urgency.
  • Must be proficient in the use of computers and RF equipment.
  • Strong interpersonal and leadership skills.
  • Highly organized, with the ability to adapt quickly to changing priorities.
  • Ability to work a flexible schedule with retail hours, including day, evening, weekends, and/or holidays.
Physical Requirements

  • Regularly required to sit, talk, hear, and use hands to finger, handle, and feel.
  • Frequently required to stand, walk, reach with hands and arms.
  • Occasionally required to lift and/or move up to 25 lbs., climb ladders, stoop, kneel, crouch, and crawl.
  • Requires close vision, color vision, and ability to adjust focus.
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