For our ADA-friendly site, please click here

Regional Director, Client Development, East Region

📁
Retail Store Customer Service
💼
Neiman Marcus
COMPANY OVERVIEW
For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders:  to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand, mytheresa.com.  Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele.  In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer.  Our upscale eCommerce and direct-to-consumer division includes NeimanMarcus.com, BergdorfGoodman.com Horchow.com, LastCall.com, and CUSP.com.  Every day each of our 15,000 NMG associates work towards the goal of enabling our customers to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands.

Responsibilities & Duties

  • Ensures region is achieving overall client development and selling KPIs

  • Owns 1-2 specific initiatives / programs and works with Senior Director, Regional Leadership team, and Support Center Leadership to execute (e.g., PAT tests, RTC management, reporting tools, Small Gifting / BCE, restaurant)

  • Upholds company initiatives of Customer Cultivation, Omni Selling Tools, and Omni Selling and Service

  • Pushes for total adoption of all Client Development-specific initiatives across region

  • Identifies, formalizes, and communicates Client Development best practices across the region

  • Evaluates the performance of key actions to drive client growth

  • Oversees, evaluates, and shares the effectiveness of digital selling tools (e.g., Omni Selling Platform)

  • Communicates with RELs and Regional Trainers to identify strategic needs by store and detail training needs

    • Partners with Market / Metro Managers to build store-focused action plans

  • Leverages open communication and relationships with cross-functional leaders to establish buy-in for Client Development initiatives and implement lasting regional / company change

  • Monitors client development KPIs (e.g., repurchase rate, spending tier migration) for new and existing customers, focusing on two-channel customers

  • Provides Private Customer Relations team with insights and support on client opportunities

  • Accountable for meeting budget targets for Small Gifting / BCE program

  • Hires, onboards, coaches, and supports the development of Market / Metro Managers

  • Manages the performance of key actions to drive client growth

  • Ensures that action plans are being carried out by Market / Metro Managers

  • Holds team accountable for hitting KPIs


Qualifications

  • 7-10 years of experience, luxury retail fashion experience preferred

  • 4-year degree preferred

  • Proven track record achieving business results

  • History of leading, motivating, and coaching teams to achieve objectives

  • Advanced business acumen and analytical skills

  • Previous experience navigating complex business problems, collaborating with leads across corporate functions, presenting at the executive level, working with corporate business partners, and leading cross-functional large-scale initiatives

  • Excellent oral and written communication skills

  • Strong attention to detail

  • "Win together" mentality

  • Advanced proficiency with MS Office Product Suite, specifically Excel

  • 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 needs, which will include evenings, weekends, and holidays

  • Travel may be required, up to 50% 

Competencies

 

Passion for People

  • Actively breaks down silos and barriers to foster an environment of cross-organizational collaboration, inclusiveness, information-sharing, and problem-solving

  • 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    

  • Identifies and develops key talents to ensure positions have talent prepared up to 5 years into the future

  • 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

  • Establishes a positive environment of achievement, recognition, and celebration

  • Serves as a role model by establishing and adhering to high ethical standards

  • Speaks with truth and candor, modeling how to challenge the status quo appropriately

  • Creates a safe and trusting work environment that encourages open and honest dialogue

  • Prioritizes focus on and commitment to exceptional internal and external customer service through reinforcing communications and learning opportunities

  • 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

  • Fosters creative thinking and risk-taking amongst direct reports, and acts upon the best shared

  • Demonstrates a history of effective decision making and coaches others in making good decisions

  • Defines clear priorities for direct reports and enables focus on most critical activities to improve performance

  • Models flexibility and decisiveness in changing direction as the business environment dictates to achieve strategic objectives

  • Fosters consistent reflection on past performance and continuously improve

  • Encourages and scales idea-sharing
  • Personally champions change initiatives, and assigns key change roles to direct reports, secures commitment to change, and coaches direct reports on their roles in the change

 

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 NMG 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 

 

 

 

 

 

 

   This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.  

 

 

 

 

 

 

Previous Job Searches

My Profile

Create and manage profiles for future opportunities.

Go to Profile

My Submissions

Track your opportunities.

My Submissions

Similar Listings

Neiman Marcus

New York, New York

📁 Retail Store Customer Service

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.
To listen to an audio clip of this information, click HERE.