Senior Manager, Private Client Relations

Responsibilities & Duties

Customer Experience

• Actively participate/support client experiences, in and out of stores
  • Role will be responsible for engaging with clients, brand partners and internal partners at key experiences for Neiman Marcus  
  • Demonstrates flexibility and agility; owns processes related to client requests, merchant requirements, etc., with a solution-oriented mindset 
  • Actively participate and engage with clients as the brand ambassador at Neiman Marcus events
  • Responsible for partnering with clients, merchants and brand teams to complete the purchase journey
• Exhibits NMG culture and values, and creates a friendly, upbeat atmosphere where customer service is consistent with Neiman Marcus standards
• Partners with Client Development, Brand Experience, Restaurants, Merchants, and Brand Partners to deliver an extraordinary customer experience
• Maintains a strong presence with store teams as a critical functional partner to deepen and build relationships with clients
• Proactively builds positive and productive relationships with vendors, customers, merchants, etc.
• Partners with functional leads for execution of in-store luxury events as needed
• Seeks to help others by identifying and meeting the needs of the team, customers, partners, and the community

Business Ownership

• Leads brand relationships to a portfolio of 30+ luxury brand partners to review, ideate and create experiential opportunities and special product offerings
  • Owns foundational calendar of Private Client Relationship program events and experiences
• Primary partner/leader to collaborate with Neiman Marcus merchandising leadership to develop Private Client Relations program
  • This role is the customer experience subject matter expert; informs and educates all partners with valuable insights, client profiles, requests
  • Sources events and experiences globally
  • Creates and manages operational structure to review client requests, create product packages / leased boutique appointments, transfer tracking, etc.
  • Works with cross functional partners in Personal Styling, Store leadership to identify experiential opportunities
• Partners with Private Client Relations Managers and Director to review client opportunities; determines eligibility for current calendar of activities, partners to create curated opportunities, pushes for new and bold experiences
• Strategize/operationalize process improvements for orders to ensure flawless and seamless execution and follow-through
  • Leads process discussions and iterates as needed to exceed clients’ expectations
  • Partners with merchants and operational partners to ensure implementation of processes and systems
• Supports/manages Private Client Relations team member(s) with below responsibilities:
  • Look Book creation and distribution leveraging digital and analog platforms
  • Order submissions, tracking and communications
• Responsible for achieving sales targets and managing expense budgets accordingly
• Drives towards the achievement of maximum sales and growth in line with company vision and values in partnership with other functional leads for department
• Supports team execution, anticipating and adjusting for risks and roadblocks to maintain operational excellence for client experiences
• Provides input on strategic objectives and sets priorities accordingly by experience/event

Qualifications

• 5+ years’ experience in buying, merchandising in luxury retail sector
• 10+ years of related Client Development / Client Relations related experience
• Motivated and results-driven with a proven ability to set and achieve sales goals
• Excellent oral and written communication skills
• Demonstrates timely follow-up and follow-through on customer requests and commitments
• Independently resolves internal and external customer questions and concerns
• "Win together" mentality
• Must be willing to work a flexible schedule based on business needs, which includes evenings, weekends, and holidays
• Skilled proficiency with MS Office Product Suite, advanced proficiency preferred
• 4-year degree preferred
• Travel will be required, 40%+