Director of Sales Experience
Company: Neiman Marcus Group
Location: Troy
Posted on: June 24, 2022
Job Description:
NEIMAN MARCUS GROUP
Neiman Marcus Group (NMG) has been the premier destination for
luxury fashion and goods, superior service, and an elevated retail
experience for more than a century. Today, 9,000 associates
contribute to the success of NMG's brands: Neiman Marcus, Bergdorf
Goodman, Last Call, and Horchow. There are 38 full-line Neiman
Marcus stores in cosmopolitan markets across the United States and
a sophisticated digital platform that attracts shoppers worldwide.
Bergdorf Goodman operates two stores in landmark locations on Fifth
Avenue in New York City and BergdorfGoodman.com, catering to loyal
luxury customers globally. NMG also owns five Last Call stores and
Horchow.com, an e-commerce site that offers premium furniture and
home decor.
As an organization, NMG is on a transformational journey to become
the preeminent luxury customer platform. NMG continues to deliver
the best integrated customer experience and has evolved the
business to succeed in the ever-changing retail landscape. NMG is a
relationship business. What differentiates the organization from
other luxury retailers are its unique assets: a strong store
footprint, the most knowledgeable associates, an engaging online
experience, solid brand partnerships, innovative digital and
in-store experiences, the most loyal luxury customer base, and a
strong balance sheet.
Summary Statement: The Director of Sales Experience is responsible
for sales within their assigned area, facilitating partnerships
across functions and departments, driving team towards goals, and
leveraging team skills to build a customer-driven sales experience,
all while being a steward of Neiman Marcus.
Responsibilities & Duties Business Ownership
- Supports the Store GM in fulfilling their duties, including
backfilling for GM as needed
- Drives towards the achievement of maximum sales and growth in
line with company vision and values in partnership with other
functional leads for all sales departments
- Oversees all aspects of merchandising and communications with
merchant and vendor partners (e.g., presentation, returns,
damages)
- Manages team execution, anticipating and adjusting for risks
and roadblocks to maintain operational excellence
- Determines strategic objectives in partnership with Store GM
and sets priorities accordingly
- Oversees Client Development function in stores to meet overall
client development and selling KPIs
- Analyzes and develops understanding of internal / external
customer behavior, trends, and preferences, adjusting processes and
standards accordingly (e.g. focus programs)
- Plans and executes store budget and ensures guidelines are
being followed to minimize operating expenses and maximize
revenue
- Facilitates cross-functional communication across store
departments to optimize collaborative efforts
- Fulfills store senior leadership responsibilities, including
attending daily, weekly, and monthly meetings, as applicable
- Actively participates in, and in the absence of the Store GM,
facilitates Store Senior Leadership team meetings by fostering a
trusting and respectful environment for free and open
participation, idea sharing, addressing concerns / challenges,
setting goals, etc.
- Partners with Merchant and Planning Organization Leaders and
Regional team to determine appropriate strategies and action plans
for the store to yield positive results People
- Oversees people, product and placement, and sales
promotion
- Oversees Client Development team performance and objectives
through management of SGMs
- Recognizes outstanding Associate performance, addresses
opportunities for improvement, and quickly resolves issues
- Tailors leadership style to appropriately set expectations and
coach for growth for different levels of direct reports
- Sets goals for Associates in alignment with department
objectives and supports in Associates in achieving them
- Develops, motivates, and trains the management team in all
aspects of the store
- Provides consistent and frequent communication so all team
members are aware of the store vision, goals, and expectations
Customer Experience
- Champions Neiman Marcus culture and values, and manages team to
create a friendly, upbeat atmosphere where customer service is
consistent with Neiman Marcus standards
- Partners with Client Development, Brand Experience,
Restaurants, Merchants, and Brands Manger and Regional team to
fulfill store strategic efforts
- Oversees the floor to monitor coverage and presence for the
store
- Builds a Customer Service-driven team, overseeing Customer
Service efforts and escalations
- Partners with functional leads for execution of in-store
selling events
- Seeks to help others by identifying and meeting the needs of
the team, customers, partners, and the community
Qualifications
- 10+ years of relevant experience, luxury retail fashion
experience preferred
- Prior retail senior management experience required
- 4-year degree preferred
- Demonstrated change leadership within team and
organization
- Proven track record achieving results across multiple
businesses
- History of building, 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
- 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 need, which will include evenings, weekends, and holidays
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.
Keywords: Neiman Marcus Group, Troy , Director of Sales Experience, Sales , Troy, Michigan
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