Men's Sales Experience Manager
Summary Statement: The Sales Experience Manager is responsible for the sales experience of a Bergdorf Goodman 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 brand ambassador for Bergdorf Goodman.
Responsibilities & Duties
Business Ownership
- Drives towards the achievement of maximum sales and growth in line with company vision and values.
- Oversees all aspects of merchandise and communications with merchant and vendor partners
- Reviews business trends in partnership with functional leads to create and execute business strategies.
- Builds and maintains positive relationships with the vendor community, abiding to Bergdorf Goodman’s business goals as guiding principles. Positively challenges vendor community’s status quo as needed.
- Provides input on strategic objectives for the store and sets priorities accordingly by department
People
- Partners in the recruiting, hiring, and training of sales associates and assistants.
- Owns Associate performance management, career development, and coaching as needed.
- Recognizes and celebrates outstanding Associate performance, addresses opportunities for business and behavioral evolvement with courage, empathy and positivity.
- 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.
- Champions own self-development, communicating needs to fulfill expectations and always manifesting an attitude of learning.
Clients Experience
- Builds a cohesive customer service-driven team, overseeing customer service efforts and escalations.
- Champions Bergdorf Goodman’s Client Experience Culture and Values, leading with a focus on delivering an unparallel client experience in the marketplace. Partners with peers to support this vision throughout the store and online as opportunities present themselves.
- Oversees the floor to monitor coverage and presence - Maintains and models positive and productive behaviors with clients, vendors, merchants and peer groups.
- 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, and partners.
- Establishes plans and strategies in partnership with Client Development
- Develops understanding of and analyzes internal and external customer behaviors, communicating with merchants and store partners as needed to maximize all client opportunities.
- Leads efforts in Client Retention and Acquisition ensuring adaptation by all Associates, regardless of tenure with Bergdorf Goodman.
- Partners with all internal BG functional leads, merchants and Brand Managers to create innovative and productive Client Experience events.
Qualifications
- 4-6 years of relevant experience, luxury retail fashion experience preferred
- 4-year degree preferred
- Proven track record achieving business results
- History of building, leading, motivating, and coaching teams to achieve objectives
- Excellent oral and written communication skills
- Strong attention to detail
- "Win together" mentality
- Basic proficiency with MS Office Product Suite, advanced proficiency preferred
- 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
- 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 BG 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