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Manager, Retail Service Experience

📁
Retail Sales Management
💼
Neiman Marcus
Thanks for your interest in the Manager, Retail Service Experience position. Unfortunately this position has been closed but you can search our 1,077 open jobs by clicking here.

Responsibilities:

  • Work with store teams to ensure store environment supports “Service for All” culture
  • Execute and manage the strategies to deliver accessibility/speed/convenience with services throughout the customer journey
  • Monitor and manage the Selling Ceremony and provide on-going education, training and development in partnership with Training, Store Leaders and Client Development teams
  • Achieve SLAs with in-store services, e.g., Curbside pickup, Same-day Delivery, Alterations and provide timely feedback for improvement
  • Ensure convenient services such as gift wrapping, ship-to-store and in-home services are being delivered to set expectations
  • Support the Service Ambassador program and team members
  • Support the Selling Ceremony delivery
  • Develop strategy to deliver ‘service on the customer terms’ such as NM app usage, PLCC benefits and on-demand styling support (virtual and in store appointments)
  • Drive the service strategy: Set expectations and measure outcomes in Performance Management through key metrics: Conversion, NPS, OHB, Growth in New Customers (second purchase)
  • Collaborate and partner cross-functionally with store and regional teams in Client Development, Training, Brand Experience, Store Performance/Operations and Store leadership.

 

 Qualifications:

  • 4 to 7 years in the Luxury Retail Space with a focus on services
  •  Proficient in Microsoft Office suite – Powerpoint being the focus
  • Understanding of the digital landscape of Retail and how it relates to a Customer Experience
  • Obsessed with making customers happy
  • Define a view of services and experiences to have no boundaries- instore, online, across categories and all accessible
  •  Lead cross-functionally and inspire others to be curious
  • Understand a customer’s experience changes based on their needs and you find a way to meet them
  • Build strategies that incorporate scalable and transversal practices while also allowing for a store/market specific nuances
  • Strong written and verbal communication skills
  •  Drive outcomes versus activities; you know how to define KPI’s to achieve incremental growth
  •  Have broad knowledge and perspective and can see clearly ahead in a future state.
  • Have a naturally curious approach and stay current in Retail trends both online and offline
  • Are skilled in establishing clear directions and setting goals in a well planned organized manner.
  •  Relentless and versatile learner, open to change, quickly grasping the underlying structure of a project or program.
  • Strength in organizing resources to get things done and move things forward.
  • Have the functional, technical knowledge and skill to do the job at a high level of accomplishment
  • Use your time effectively and efficiently to meet deadlines
  • Are inspired by possibility

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Neiman Marcus

Dallas, Texas

📁 Retail Sales Management

Neiman Marcus

Dallas, Texas

📁 Retail Sales Management

Neiman Marcus

Dallas, 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.
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