Manager, Selling and Customer Experience
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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