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Customer Care Analyst

📁
Call Center/Customer Service
💼
Call Centers

NEIMAN MARCUS GROUP


Neiman Marcus Group (NMG) has been the premier destination for luxury fashion and goods, superior service, and an elevated retail experience for more than a century. Today, 9,000 associates contribute to the success of NMG’s brands: Neiman Marcus, Bergdorf Goodman, Last Call, and Horchow. There are 38 full-line Neiman Marcus stores in cosmopolitan markets across the United States and a sophisticated digital platform that attracts shoppers worldwide. Bergdorf Goodman operates two stores in landmark locations on Fifth Avenue in New York City and BergdorfGoodman.com, catering to loyal luxury customers globally. NMG also owns five Last Call stores and Horchow.com, an e-commerce site that offers premium furniture and home decor.

 

As an organization, NMG is on a transformational journey to become the preeminent luxury customer platform. NMG continues to deliver the best integrated customer experience and has evolved the business to succeed in the ever-changing retail landscape. NMG is a relationship business. What differentiates the organization from other luxury retailers are its unique assets: a strong store footprint, the most knowledgeable associates, an engaging online experience, solid brand partnerships, innovative digital and in-store experiences, the most loyal luxury customer base, and a strong balance sheet.

 

Our customers will always be at the center of everything NMG does. The company continues to reinvest in new technologies that enhance the customer experience. NMG meets customers where they are. NMG’s goal is to offer customers a seamless experience across its stores, online, and remote digital selling.

 

NMG’s priority is to develop a highly engaged and high-performing team where everyone belongs. The business attracts and retains best-in-class talent through unique offerings provided to associates in addition to standard employer benefits. These include an innovative way of working, associate discounts on merchandise, tuition reimbursement, associate hardship fund, and paid time off to volunteer, to name a few. 

 

As part of NMG’s Environmental, Social, Governance (ESG) work, the organization is focused on driving its core value of being “All Heart.” NMG is also assessing its current environmental and social impact while developing a three-year plan to lead the luxury industry in its commitment and transparency to environmental and social sustainability. NMG strives to become an employer of choice, driven by a culture of Belonging. A dedicated team focuses on this journey, directly impacting how NMG conducts business throughout the workforce, workplace, and marketplace dimensions.

 

NMG has incredibly passionate and committed corporate and store associates. NMG offers associates an environment where everyone feels welcomed, nurtured, and empowered. Our associates are the heart of NMG. As an organization, NMG leads with love – love for customers, love for associates, and love for brand partners.

Job Summary:

The Customer Care Performance Analyst will be responsible for organizing, analyzing, and interpreting a variety of data sources and reports for the Neiman Marcus Direct contact center. This associate will utilize data to produce insights and recommend actions for Customer Care leadership. This associate will also coordinate projects to improve business processes, increase efficiency, and alleviating customer friction points with the ultimate goal of increasing customer satisfaction and reducing operating costs.

 

Responsibilities:

  • Work with different teams within Customer Care to understand and define their business processes.
  • Identify existing sources of data or acquire new data sources from which performance can be measured.
  • Organize multiple unstructured data sources into more accessible channels of information.
  • Use statistical techniques to identify trends and patterns in complex data sets.
  • Make recommendations for changing existing performance measures or creating new ones.
  • Prepare presentations for leadership and other stakeholders that contain actionable insights about the performance of their team(s).
  • Monitor KPIs for process stability and trends. Alert stakeholders when KPIs exceed control limits and assist in researching and determining the root cause.

 

Skills/Experience Required:

  • Strong organizational and analytical skills with excellent attention to detail.
  • Experience creating informative and intuitive data visualizations and presentations that tell a story with data.
  • Ability to work on multiple projects concurrently.
  • Experienced in statistical analysis methods.
  • Experience using a variety of technologies to query and transform data to fit your needs (SQL or similar).
  • Advanced Microsoft Excel experience including…
    • Writing and using advanced functions and formulas (e.g. lookup, nested logical expressions, aggregation, etc.)
    • Advanced Excel features (e.g. conditional formatting, data validation, pivot tables, external data connections, PowerQuery, PowerPivot, DAX)
  • Experience using Office 365 applications and SharePoint Online.

 

Additional Attributes Desired:

  • Some experience using BI tools such as Power BI, Tableau, BusinessObjects, etc. is a plus.
  • Previous experience with retail customer service and/or contact center operations and technologies.
  • Aptitude and eagerness for learning new technologies.
  • Ability to work well with others, to listen effectively, and share necessary information.
  • Composes and communicates materials and information that is clear, concise and appropriate to the audience.
  • Ability to adapt in a regularly changing environment
  • Dependable and trustworthy

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Irving, Texas

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Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
If you have a disability under the Americans with Disabilities Act or similar law, and you need assistance in accessing our Career Center or wish to discuss potential accommodations related to applying for employment at our Company, please contact ApplicantSupport@NeimanMarcus.com.
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