Digital Experience Manager

Responsibilities & Duties 

Business Ownership 

• Drives towards the achievement of maximum omni sales and growth in line with company vision and values.
• Develops and executes business strategies for the BG Digital Client Experience Program
• Facilitates strategic objectives for the program and sets priorities accordingly
• Implements behaviors to achieves desired KPIs.
• Creates recaps on business initiatives, campaigns and feedback.
• Manages and reports on customer requests via customer care

People 

• Partners in the recruiting, hiring, and training of Digital Client Advisors, assistants, concierge and coordinators.
• Owns Associate performance management, career development, and coaching as needed. 
• Manages team's daily prioritization of tasks. 
• Sets goals for team in alignment with department objectives and supports Associates in achieving them. 
• Oversees scheduling of team with sensitivity to promotional calendar and business needs. 
• Liaison to NMVIP Managers focusing on NM Digital Programs and NMVIP Client Experience
• Champions own self-development, communicating needs to fulfill expectations and always manifesting an attitude of learning. 

Clients Experience 

• Builds a cohesive customer service-driven team, overseeing customer service efforts and escalations for BG Digital Client Experience and NMVIP Program
• Partners with peers to support this vision throughout the store and online as opportunities present themselves. 
• Manages outreach standards and frequency of communication with clients
• Facilitates plans and strategies in partnership with Client Development
• Leads efforts in Client Retention and Acquisition as determined for Digital Program

Qualifications 

• 2-3 years of relevant experience, digital luxury retail fashion experience preferred 
• 4-year degree preferred 
• Proven track record achieving business results 
• History of building, leading, motivating, and coaching teams to achieve objectives 
• Excellent oral and written communication skills 
• Strong attention to detail 
• "Win together" mentality 
• Basic proficiency with MS Office Product Suite, advanced proficiency preferred 
• Associates must be willing to work a flexible schedule based on business need, which will include evenings, weekends, and holidays 

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