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Manager, Selling and Customer Experience- Retail Service Experience

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Retail Sales Management
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Neiman Marcus

NEIMAN MARCUS GROUP

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. 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. 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.

 

Job Summary:

The Manager, Selling and Customer Experience will partner with the Director, Retail Service Experience to develop elements of “service for all” culture to include a modern Selling Ceremony for an omni customer journey. The manager will work closely with the RSE team to incorporate services into the customer journey, promote a customer-centric culture, and ensure stores are providing a customer experience that is uniquely Neiman Marcus. The manager will also be responsible for service-related consumer insights and analytics and must have the ability to take customer feedback and make it actionable. This role is highly engaged in stores, visiting regularly, and requires cross-functional collaboration and partnership with store teams and regional teams in Client Development, Training, Brand Experience, Analytics, Store Performance/Operations, and store leadership.  This role can be a remote position, but based out of a major market with a Neiman Marcus store, and will require regular visits to the location and travel to other stores.

 

Responsibilities & Duties

  • Supports the build and execution of how we sell at Neiman Marcus
  • In partnership with training, responsible for providing ongoing education, development, and training of selling and service skills with client advisors and service ambassadors
  • Engaged with an omni-view, works closely with Client Development to ensure digital selling tools are used within the customer experience
  • Positions services throughout the customer journey and within the selling ceremony to increase customer frequency and build loyalty
  • Visits stores regularly to observe actions, gather feedback, and identify areas where additional training/support is needed
  • Owner of customer feedback with strong ability to analyze results; uses storytelling from the “voice of the customer” to share opportunities with store teams
  • Shares customer feedback regularly with GMs and store leadership and serves as a thought partner to improve the customer experience
  • Brings the data to life, identifying themes from customer feedback, and makes recommendations on ways to improve services and experiences to better serve the Neiman Marcus customer
  • Works closely with RSE team consistently evaluate and fine-tune SLAs to support an omni-experience
  • Drives growth in trips from loyal customers and reengagement from new customers, increase in volume generated through services, and increase in NPS

 

Skills and Competencies

  • Consumer insights and analytics
  • Ability to take customer feedback and make it actionable
  • Passion for customer experience and belief that the experience drives loyalty
  • Client Development experience a plus
  • Training experience a plus
  • Store experience a plus
  • Excel + PowerPoint
  • Experience with CRM tools
  • Curious, creative, and ability to inspire change in others

 

Qualifications

  • 5-7 years of experience in related customer-centric environment and customer analytics
  • B.A. preferred
  • Ability to lead cross-functionally and across multiple scopes; Driver of results
  • Microsoft Office (Excel + PowerPoint); experience in customer feedback platforms (e.g., Medallia, Qualtrics, Salesforce)
  • Travel Required, up to 50%
  • Associates must be willing to work a flexible schedule based on business need, which may include evenings, weekends, and holidays

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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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