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Manager Sales Experience - Mens and Store 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 Manager is responsible for the sales experience of a Neiman Marcus store department(s), facilitating partnerships across functions, 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

  • Drives towards the achievement of maximum sales and growth in line with company vision and values in partnership with other functional leads for department
  • Oversees all aspects of merchandise 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 within department(s)
  • Provides input on strategic objectives for the store and sets priorities accordingly by department
  • Reviews business with applicable Buyers for department and discusses action plans that will yield positive results
  • Establishes plans and strategies in partnership with Client Development Lead(s)
  • Develops understanding of and analyzes internal and external customer behaviors, trends, and preferences, adjusting processes and standards accordingly (e.g., focus programs)
  • Plans and executes departmental budgets and ensures guidelines are being followed to minimize operating expenses and maximize revenue
  • Supports audit compliance to enforce department and stockroom controls, as applicable

People

  • Manages people, product and placement, and sales promotion within department
  • Recruits, hires, trains, and develops sales team, as applicable
  • Owns Associate performance management, career development, and coaching as needed
  • Recognizes outstanding Associate performance, addresses opportunities for improvement, and quickly resolves issues
  • Communicates expectations for Associate behavior and holds Associates accountable
  • 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 department Associates with sensitivity to promotional calendar and business needs

Customer Experience

  • Exhibits NMG culture and values, and creates a friendly, upbeat atmosphere where customer service is consistent with Neiman Marcus standards
  • Partners with Client Development, Brand Experience, Restaurants, Merchants, and Brands to deliver an extraordinary customer experience
  • Maintains a strong presence on the floor and is aware of what is happening throughout the day
  • Proactively builds positive and productive relationships with vendors, customers, merchants, etc.
  • Builds a cohesive 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

Sales Experience Manager*
In addition to the above requirements, manages Alterations team**, Service Ambassador team, and Customer Service team, as applicable


Personal Stylist Manager*
In addition to the above requirements, manages Alterations team** and Personal Stylist team, as applicable

**Store leadership will place Alterations / Sales Support teams as needed in their specific stores

Competencies

Passion for People

  • Creates and maintains an environment of trust and collaboration by encouraging team members to share feedback and make recommendations for improvement
  • 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
  • Actively recruits and hires quality talent to add to team, planning for and creating talent bench
  • 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
  • Promotes a positive environment of achievement, recognition, and celebration
  • Serves as a role model by establishing and adhering to high ethical standards
  • Leads team in appropriately enforcing policies and procedures, ensuring understanding from all Associates
  • Speaks with truth and candor, modeling how to challenge the status quo appropriately
  • 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

  • Stays informed of business drivers, industry trends, and competitors, applying knowledge to identify and pursue new opportunities
  • Establishes well-thought-out plans and manages execution of plans, anticipating and adjusting for risks and roadblocks
  • Tracks progress against departmental strategies to execute properly and successfully
  • Proactively shares information, best practices, and new ideas with team to improve business and performance
  • Demonstrates strong decision-making skills (e.g., problem definition, data analysis, hypothesis testing, asking for input)
  • Uses critical thinking skills to analyze problems and to recommend viable solutions
  • Personally champions change initiatives, explaining benefits and challenges of change to team and others impacted

 

Passion for Personal Growth

  • Continuously builds skills and knowledge through training, coaching, and career experiences
  • 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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