Director, In Store

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 Director, In Store, leads a team of People Leaders and drives strategy to achieve sales with a focus on the Macy's customer. All activities related to presenting a clean, neat, and organized shopping environment for customers fall under their leadership and direction. They lead initiatives and efforts to increase customer loyalty while delivering on Macy’s standards for customer service. Through training, coaching, and development, the Director ensures that a team of People Leaders and Colleagues grows and excels. They perform other duties as assigned and report to the Store Manager, serving as a developmental step to that role.

What You Will Do

• Lead a team of People Leaders, including Sales and Customer Service Managers, Omnichannel Operations Managers, and Merchandise Execution Managers. 
• Coach, train, teach, and develop skills and strategies to drive customer experience, selling, and operational processes.
• Analyze the store’s business to strategize and deliver results; implement action plans to address 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 plan/execute workload for pricing, signing, visual execution, merchandise execution, and event execution.
• Drive profit results by planning and executing workload for product movement logistics, fulfillment, and back-of-house activities.
• Lead the 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 to strategize actions for continuous improvement.
• Drive Customer Experience KPIs, such as Omni Customer Experience scores and Omni demand metrics.
• Review and utilize data to recognize People Leaders and Colleagues; develop and communicate strategies to improve results.
• Work with Sales and Customer Service Managers to build client relationships between Macy’s Stylists and customers through MyClient and other customer acquisition initiatives.
• Strategize, plan, and execute events and community outreach. Ensure proper execution through Sales and Customer Experience Managers.
• Develop People Leader and Hourly Colleague talent. Address performance issues promptly.
• Conduct ongoing Talent Analysis of Colleagues and establish career progression plans for key players to retain top talent and reduce turnover.
• 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 strategies for work; provide insight and decision support; direct and manage the team to meet or exceed performance and behavioral expectations; address complaints and resolve problems with colleagues.
• Ensure effective sales floor coverage through the development of workforce solutions and lead selling initiatives throughout the store as needed.
• Establish a high level of shortage awareness and effectiveness; ensure that all policies and procedures are implemented.
• Foster an environment of acceptance and respect that strengthens relationships, and ensures authentic connections with colleagues, customers, and communities. 
• Perform other duties as assigned.
• Maintain regular, dependable attendance and punctuality.

Skills You Will Need

Leadership: Strong leadership skills to manage and develop a team of People Leaders and ensure effective customer experience and operational processes.

Strategic Thinking: Analytical abilities to assess business performance, identify deficiencies, and implement strategic action plans.

Customer Service Excellence: Expertise in leading a customer-focused culture, ensuring high levels of customer engagement and satisfaction.

Data Utilization and KPI Management: Skill in analyzing data to improve performan