Director - Customer Care

The contact center is a strategic business unit that provides superior quality customer service and sales support to Neiman Marcus Group (NMG) customers. This position co-directs an expanding retail contact center with a special focus on retention of existing customers through exceptional service, efficient management of resources to meet service standards balanced with cost containment, and the development of team members.

Key Performance Elements:

• Customer satisfaction rating.
• Contact center KPI results.
• Employee performance measures.
• Employee engagement results.
• Develop a successful work culture that ensures high employee satisfaction ratings and reduced turnover costs.
• Ability to meet multiple competing deadlines.
• Resolution of escalated customer issues ensuring all service standards are maintained.
• Continuous partnership across NMG.
• Ensures existing technology is maximized to reduce costs and satisfy customer needs.
• Demonstrates the initiative for recommending process improvements.

Requirements:

• Highly successful in directing contact centers. Luxury brand experience a plus.
• Broad business perspective beyond contact centers.
• Demonstrated aptitude in strategic thinking as it relates to contact center management.
• Strength and experience in delivering Customer Care technology transformation.
• Strong functional analytical skills.
• Creative in developing programs delivering continuous improvement.
• Superior oral, written and interpersonal communication skills.
• Ability to work multiple projects concurrently.
• Ability to build rapport with internal and external customers.
• Ability to influence others while working towards common company goals.
• Experienced in change management including the ability to champion and facilitate change.
• Familiar with common industry performance indicators for customer service and contact center measures.
• Track record of developing and leading high performing teams.
• Global experience and directing a remote workforce preferred.
• College degree preferred.