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Group Manager, Store Operations - Bergdorf Goodman

Call Center/Customer Service
Bergdorf Goodman


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, catering to loyal luxury customers globally. NMG also owns five Last Call stores and, 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.


The Group Manager, Client Operations will work with the Senior Director, Client Operations to manage key operational opportunities and drive for efficiency across the selling organization.


  1. Technology
    • Drive retail technology projects working with cross-functional partners within the organization, vendors and support team members.
      • Identifies roadblocks in current retail operations, proposes solutions and ultimately drives efficiency across the organization.
      • Keen awareness of the end-user experience and can work upstream to ensure the right systems built appropriately meet the needs of the business.
      • Work cross-functional to manage teams within BG and externally to drive systems change with a focus on strategic, efficient business analysis and best user experience.
  2. Labor Scheduling and Payroll Tracking
    • Develop best practice in scheduling and payroll management, driving strategies across the selling and support organizations to utilize payroll most efficiently.
    • Maintains an awareness of the overall P&L, identifies ways to optimize resources, proposes solutions, can gain alignment and roll out to the organization.
    • Lead and manages the online scheduling tool for the entire organization, working cross-functionally with partners to ensure the tool is best utilized.
    • Evaluate and report on payroll regularly, highlighting areas of opportunity across the selling organization.
  3. Reporting
    • Drive the evolution and sophistication in reporting across retail areas. (Hours, Payroll, Connect, Seller Productivity, etc.)
    • Establish a clear and automated reporting cadence and consistency within multiple levels of the organization.
    • Expand the reporting portfolio to include other areas of the business, tracking key KPIs that will inform strategic business decisions.
  4. Communication
    • Lead Store Communications strategies to ensure the store organization is informed, can react quickly and receives communication through the right medium.
    • With the Asst Manager, Store Communications, expand on the existing communications platforms (email, intranet, etc.) and look for new, innovative options.


Experience and Qualifications

  • 7 plus years of retail experience.
  • Experience in luxury, specialty or department store retail operations.
  • Excellent communication and influencing skills. Build collaborative partnerships cross-functionally and resolve conflict productively.
  • Strong presentation skills including development and delivery of various formats to executive audiences. Able to understand audience and present material accordingly.
  • Strong leadership and team-building skills; proven leadership and supervisory experience; including time management, leadership development and decision-making skills.
  • Ability to champion change and new initiatives by challenging the status quo and acting as catalyst of change and provide leadership to drive efficiency across the retail operations function.

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Bergdorf Goodman

New York, New York

📁 Call Center/Customer Service

Los Angeles and San Francisco Applicants: Neiman Marcus will consider for employment qualified applicants with criminal history as required by applicable law.
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