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

 

 

 

Department: Offline Service Recovery

Position: OSR Team Manager

Reports to: Operations Manager

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BASIC PURPOSE:

This position utilizes outstanding leadership, facilitation and organizational skills to ensure the Drop Ship department and the contact center function as a strategic business unit with distinctly superior standards of service.  As the team manager, this position is responsible for coaching and development of staff to exceed customer service expectations.  Achievement of sales and contact center standards is expected. This position interprets policy and balances company and employee requirements to maximize team performance; develops and sustains a successful work culture, career development, continuous process improvement, and aligns performance to strategic goals.

 

KEY RESULT AREAS:

  • Manages and supports activities and projects with other departments to develop company procedures and practices to improve communication and efficiencies such as Accounts Payable, To the Trade, small/heavy carrier transportation, vendor/merchant coordination, and inventory disposition
  • Identifies training needs and works directly with trainer to identify and close performance gaps
  • Completes progressive discipline practices with unsatisfactory performers, including discharge
  • Recruits, interviews, selects staff and trains when required
  • Reviews quality assurance results for skill strengths and development areas.  Meets with associates to review and plan for progress
  • Keeps associates informed of plans, actions, programs which affect their ability to meet service standards.  The method of communication varies with the needs of the staff, for example, one on one, department / team meetings and email
  • Independently resolves escalated internal and external customer issues
  • Works with Workforce Management to execute plans to meet service objectives
  • Prepares and presents associate performance feedback sessions using daily, weekly and monthly statistical data
  • Prepares and presents various daily, weekly, and monthly departmental statistical reporting
  • Ensures timely and accurate completion of all administrative work

Daily management of Kronos activities

 

 

 

SKILLS/EXPERIENCE REQUIRED:

  • Able to demonstrate high level of professionalism and handle discussions with tact and diplomacy
  • Analytical mindset with vision to identify potential efficiency opportunities through qualitative and quantitative analysis
  • PC competency in a Windows environment with emphasis on Excel, Word and PowerPoint
  • Aptitude to learn internal and external systems
  • Post-secondary education in business, college diploma or a combination of experience/education is preferred
  • Ability to motivate employees to improve and maintain high levels of performance
  • Ability to achieve competing, deadline-driven priorities with a high attention to details
  • Excellent verbal and written communication skills and exemplary phone etiquette
  • Understanding of team building and empowerment concepts with the knowledge on how to apply them in a virtual contact center environment to aid employee retention
  • Must be available to work weekends, holidays, to include 24 hour schedule flexibility
  • Demonstrates the ability to bring conflict into the open and facilitate a beneficial resolution
  • Independently researches escalated internal and external customer issues by using probing techniques and problem solves to identify necessary steps to resolve concerns and maintain customers

 

MISCELLANEOUS:

  • Any additional tasks and responsibilities as required

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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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