What are the roles/difference of the Stylist merchandise managers, Stylist merchandise captain and customer experience managers in your store? Are they all doing the same job? Do we think they'll cut one of those positions in January?
What do they actually do in each of your stores?
4 replies (most recent on top)
CXM, MTM, SMM, STM, STD, HIV, HPV
What a crock
Just call them Macys employees
They all do the same thing
Some stores call them Style Merchandise Managers, others call them Merchandise Execution Managers, but basically they are like the MTMs of pre-Covid times. They do a lot more than they did back then, like they are supposed to oversee visual but most of them don't want any part of that and leave all that up to the visual captain.
Honestly the sales managers don’t do anything, they just walk around all day and chill in the office. They never want to come and handle customers issues when you call them and are almost always nowhere to be found. The only ones that really do the work are the managers in charge of merchandising, we used to call them MTMs and I guess now they call them SMMs. I dunno like every year now they change the names of the positions.
The CXM is basically the Sales Manager. They do all front of house functions related to Customer Experience. Driving credit, coach colleagues on selling behaviors, staffing floors, filling open hours, handling customer complaints and sales colleague needs. They manage fitting room too. They are responsible for maintaining floor standards and are supposed to support recovery, truck placement and pricing processes but at my store they don’t. The SMM, Style Merchandise Manager is a Jack of all trades. Place truck, teach pricing and merchandising standards to colleagues, do floor plans and execute floor moves, fill in floors, run recovery, oversee all Visual, plan and execute company directed projects, workload plan for the store. Among other things not listed here. All with no help or hours. SMM is the backbone of the store. Style Merchandise Captains support the SMM kind of like a Merchandising Lead. I don’t know what they are cutting next year, but good luck to the stores if they eliminate the SMM position. CXMs are not equipped to handle any of those responsibilities.