Client Development Program Manager-Remote

Responsibilities & Duties

• Partners with cross functional and store teams to deliver strategic program management for Client Development programs and initiatives, including but not limited to: NM Connect, OneApp, SA Match
• Owns and oversees end to end program creation, pilot testing, implementation, and optimization in stores, partnering with cross functional Training, Product / IT, and Change Management teams to ensure successful rollout, ongoing education, development, and training on digital tools
• Builds program content and leverages open communication and relationships with cross functional leaders and store teams for effective buy-in and engagement, leading to lasting company change
• Leverages data to develop insights, actions and decisions, pivoting where necessary to address changes in business needs
• Collates feedback of pilot programs and tools from pilot audiences (Market Metro Managers and store leaders/associates where applicable) to inform, adjust and prepare programs for scale
• Analyzes and tracks the performance of key programs/actions to driving loyal client growth
• Serves as the program point of contact for Market Metro Managers, working closely with store teams to overcome obstacles, gather feedback on progress, and troubleshoot issues
• Manages escalation of program / tool support questions and issues to relevant partners, providing timely resolutions to stores
• Partners with Director/RCDDs and Market Metro Manager on NM Connect tool feature guidance and use case best practices to scale for Client Advisors and leaders
• Partners with Director/RCDDs and Product / IT team on prioritization of enhancements to tools and programs based on business need
• Drafts and releases weekly store communication of Connect tool enhancements and program updates
• Manages updates to existing library / archive of NM Connect Training and Digital Selling Training materials for leaders and associates to ensure resources are kept up to date (in partnership with Training team)
• Drives increases in key CD KPIs - Loyal customer sales, average trips, remote/digital selling, and store usage and adoption of tools / programs

Qualifications/ Skills

• 5-7 years of experience, luxury retail fashion experience preferred
• 4-year degree
• Highly proficient with technology; digital sales / CRM tool experience a plus
• Advanced business acumen and analytical skills
• Previous experience navigating complex business problems
• Flexible and able to pivot to address changes in business needs
• Experience in large scale, cross functional corporate program management and proven track record in achieving desired results
• Retail Client Development/CRM experience preferred; training and change management experience a plus
• Hands on and passionate about working with store teams
• Excellent oral and written communication skills
• Strong attention to detail
• "Win together" mentality
• Advanced proficiency with MS Office Product Suite, specifically Excel and PowerPoint
• Certain roles may require standing, bending, climbing stairs, and lifting and carrying up to 10 pounds
• Associates must be willing to work a flexible schedule based on business needs, which will include evenings, weekends, and holidays
• Travel may be required, up to 30% 

  Responsibilities & Duties

• Partners with cross functional and store teams to deliver strategic program management for Client Development programs and initiatives, including but not limited to: NM Connect, OneApp, SA Match
• Owns and oversees end to end program creation, pilot testing, implementation, and optimization in stores, partnering with cross functional Training, Product / IT, and Change Management teams to ensure successful rollout, ongoing education, development, and training on digital tools
• Builds program content and leverages open communication and relationships with cross functional leaders and store teams for effective buy-in and engagement, leading to lasting company change
• Leverages data to develop insights, actions and decisions, pivoting where necessary to address changes in business needs
• Collates feedback of pilot programs and tools from pilot audiences (Market Metro Managers and store leaders/associates where applicable) to inform, adjust and prepare programs for scale
• Analyzes and tracks the performance of key programs/actions to driving loyal client growth
• Serves as the program point of contact for Market Metro Managers, working closely with store teams to overcome obstacles, gather feedback on progress, and troubleshoot issues
• Manages escalation of program / tool support questions and issues to relevant partners, providing timely resolutions to stores
• Partners with Director/RCDDs and Market Metro Manager on NM Connect tool feature guidance and use case best practices to scale for Client Advisors and leaders
• Partners with Director/RCDDs and Product / IT team on prioritization of enhancements to tools and programs based on business need
• Drafts and releases weekly store communication of Connect tool enhancements and program updates
• Manages updates to existing library / archive of NM Connect Training and Digital Selling Training materials for leaders and associates to ensure resources are kept up to date (in partnership with Training team)
• Drives increases in key CD KPIs - Loyal customer sales, average trips, remote/digital selling, and store usage and adoption of tools / programs

• Qualifications/ Skills

• 5-7 years of experience, luxury retail fashion experience preferred
• 4-year degree
• Highly proficient with technology; digital sales / CRM tool experience a plus
• Advanced business acumen and analytical skills
• Previous experience navigating complex business problems
• Flexible and able to pivot to address changes in business needs
• Experience in large scale, cross functional corporate program management and proven track record in achieving desired results
• Retail Client Development/CRM experience preferred; training and change management experience a plus
• Hands on and passionate about working with store teams
• Excellent oral and written communication skills
• Strong attention to detail
• "Win together" mentality
• Advanced proficiency with MS Office Product Suite, specifically Excel and PowerPoint
• Certain roles may require standing, bending, climbing stairs, and lifting and carrying up to 10 pounds
• Associates must be willing to work a flexible schedule based on business needs, which will include evenings, weekends, and holidays
• Travel may be required, up to 30%