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Director Sales Experience

📁
Retail Sales Management
💼
Neiman Marcus

COMPANY OVERVIEW
For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders: to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand, mytheresa.com. Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele. In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 20 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer. Our upscale eCommerce and direct-to-consumer division includes NeimanMarcus.com, BergdorfGoodman.com Horchow.com and LastCall.com. Every day each of our 14,000 NMG associates works towards the goal of enabling our customer to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands.


 

Summary Statement: The Sales Experience Director is responsible for sales within their assigned area, facilitating partnerships across functions and departments, driving team towards goals, and leveraging team skills to build a customer-driven sales experience, all while being a steward of Neiman Marcus.

 
Responsibilities & Qualifications
 
Responsibilities & Duties
 

Business Ownership

  • Supports the Store GM in fulfilling their duties, including backfilling for GM as needed
  • Drives towards the achievement of maximum sales and growth in line with company vision and values in partnership with other functional leads for all sales departments
  • Oversees all aspects of merchandising and communications with merchant and vendor partners (e.g., presentation, returns, damages)
  • Manages team execution, anticipating and adjusting for risks and roadblocks to maintain operational excellence
  • Determines strategic objectives in partnership with Store GM and sets priorities accordingly
  • Oversees Client Development function in stores to meet overall client development and selling KPIs
  • Analyzes and develops understanding of internal / external customer behavior, trends, and preferences, adjusting processes and standards accordingly (e.g. focus programs)
  • Plans and executes store budget and ensures guidelines are being followed to minimize operating expenses and maximize revenue
  • Facilitates cross-functional communication across store departments to optimize collaborative efforts
  • Fulfills store senior leadership responsibilities, including attending daily, weekly, and monthly meetings, as applicable
  • Actively participates in, and in the absence of the Store GM, facilitates Store Senior Leadership team meetings by fostering a trusting and respectful environment for free and open participation, idea sharing, addressing concerns / challenges, setting goals, etc.
  • Partners with Merchant and Planning Organization Leaders and Regional team to determine appropriate strategies and action plans for the store to yield positive results
 

People

  • Oversees people, product and placement, and sales promotion
  • Oversees Client Development team performance and objectives through management of SGMs
  • Recognizes outstanding Associate performance, addresses opportunities for improvement, and quickly resolves issues
  • Tailors leadership style to appropriately set expectations and coach for growth for different levels of direct reports 
  • Sets goals for Associates in alignment with department objectives and supports in Associates in achieving them
  • Develops, motivates, and trains the management team in all aspects of the store
  • Provides consistent and frequent communication so all team members are aware of the store vision, goals, and expectations
 

Customer Experience

  • Champions Neiman Marcus culture and values, and manages team to create a friendly, upbeat atmosphere where customer service is consistent with Neiman Marcus standards
  • Partners with Client Development, Brand Experience, Restaurants, Merchants, and Brands Manger and Regional team to fulfill store strategic efforts
  • Oversees the floor to monitor coverage and presence for the store
  • Builds a Customer Service-driven team, overseeing Customer Service efforts and escalations
  • Partners with functional leads for execution of in-store selling events
  • Seeks to help others by identifying and meeting the needs of the team, customers, partners, and the community

 

Qualifications
  • 10+ years of relevant experience, luxury retail fashion experience preferred
  • Prior retail senior management experience required
  • 4-year degree preferred
  • Demonstrated change leadership within team and organization
  • Proven track record achieving results across multiple businesses
  • History of building, leading, motivating, and coaching teams to achieve objectives
  • Advanced business acumen and analytical skills
  • Previous experience navigating complex business problems, collaborating with leads across corporate functions, presenting at the executive level, working with corporate business partners, and leading cross-functional large-scale initiatives
  • Excellent oral and written communication skills
  • Strong attention to detail
  • "Win together" mentality
  • Advanced proficiency with MS Office Product Suite
  • 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 need, which will include evenings, weekends, and holidays
 
Competencies
 
Passion for People
  • Resolves conflicts as soon as they arise, finding common ground and settling disputes fairly and with minimal disruption
  • Structures messages in a clear logical manner using the most appropriate communication medium 
  • Responsible for the performance and career development of direct reports    
  • Identifies and develops key talents to ensure positions have talent prepared up to 5 years into the future
  • Trains and develops quality talent by supporting team members in identifying career development goals and opportunities for growth and exposure
  • Evaluates and calibrates performance fairly and provides feedback with consistent follow-up
  • Assures that rewards are tied to objectives and requirements
  • Establishes a positive environment of achievement, recognition, and celebration
  • Serves as a role model by establishing and adhering to high ethical standards
  • Speaks with truth and candor, modeling how to challenge the status quo appropriately
  • Creates a safe and trusting work environment that encourages open and honest dialogue
  • Prioritizes focus on and commitment to exceptional internal and external customer service through reinforcing communications and learning opportunities
  • Empowers and coaches team to take ownership of internal and external customer problems and resolve them quickly
  • Creates a gracious and welcoming environment for internal and external customers as well as other partners

Passion for Business

  • Demonstrates a history of effective decision making and coaches others in making good decisions
  • Defines clear priorities for direct reports and enables focus on most critical activities to improve performance
  • Models flexibility and decisiveness in changing direction as the business environment dictates to achieve strategic objectives
  • Fosters consistent reflection on past performance and continuously improve
  • Encourages and scales idea-sharing
  • Personally champions change initiatives, and assigns key change roles to direct reports, secures commitment to change, and coaches direct reports on their roles in the change
 

Passion for Personal Growth

  • Demonstrates a working knowledge and appreciation of the NMG business and the fashion industry
  • Conveys energy and enthusiasm for NMG and personal work
  • Adapts personal approach in response to diverse situations and people
  • Responds to unexpected changes in work environment with creativity and resilience
  • Establishes and upholds high personal standards for individual work and environment
  • Maintains a customer-centric mentality versus a solely store-centric one
 
 
This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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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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