Responsibilities:

• Work with store teams to ensure store environment supports “Service for All” culture
• Execute and manage the strategies to deliver accessibility/speed/convenience with services throughout the customer journey
• Monitor and manage the Selling Ceremony and provide on-going education, training and development in partnership with Training, Store Leaders and Client Development teams
• Achieve SLAs with in-store services, e.g., Curbside pickup, Same-day Delivery, Alterations and provide timely feedback for improvement
• Ensure convenient services such as gift wrapping, ship-to-store and in-home services are being delivered to set expectations
• Support the Service Ambassador program and team members
• Support the Selling Ceremony delivery
• Develop strategy to deliver ‘service on the customer terms’ such as NM app usage, PLCC benefits and on-demand styling support (virtual and in store appointments)
• Drive the service strategy: Set expectations and measure outcomes in Performance Management through key metrics: Conversion, NPS, OHB, Growth in New Customers (second purchase)
• Collaborate and partner cross-functionally with store and regional teams in Client Development, Training, Brand Experience, Store Performance/Operations and Store leadership.

 Qualifications:

• 4 to 7 years in the Luxury Retail Space with a focus on services
•  Proficient in Microsoft Office suite – Powerpoint being the focus
• Understanding of the digital landscape of Retail and how it relates to a Customer Experience
• Obsessed with making customers happy
• Define a view of services and experiences to have no boundaries- instore, online, across categories and all accessible
•  Lead cross-functionally and inspire others to be curious
• Understand a customer’s experience changes based on their needs and you find a way to meet them
• Build strategies that incorporate scalable and transversal practices while also allowing for a store/market specific nuances
• Strong written and verbal communication skills
•  Drive outcomes versus activities; you know how to define KPI’s to achieve incremental growth
•  Have broad knowledge and perspective and can see clearly ahead in a future state.
• Have a naturally curious approach and stay current in Retail trends both online and offline
• Are skilled in establishing clear directions and setting goals in a well planned organized manner.
•  Relentless and versatile learner, open to change, quickly grasping the underlying structure of a project or program.
• Strength in organizing resources to get things done and move things forward.
• Have the functional, technical knowledge and skill to do the job at a high level of accomplishment
• Use your time effectively and efficiently to meet deadlines
• Are inspired by possibility