Sr. Director, Site Merchandising & Experience

Neiman Marcus
Dallas, Texas, United States
10 Jun 2022
09 Sep 2022

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, catering to loyal luxury customers globally. NMG also owns five Last Call stores and, 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.

Our customers will always be at the center of everything NMG does. The company continues to reinvest in new technologies that enhance the customer experience. NMG meets customers where they are. NMG's goal is to offer customers a seamless experience across its stores, online, and remote digital selling.

NMG's priority is to develop a highly engaged and high-performing team where everyone belongs. The business attracts and retains best-in-class talent through unique offerings provided to associates in addition to standard employer benefits. These include an innovative way of working, associate discounts on merchandise, tuition reimbursement, associate hardship fund, and paid time off to volunteer, to name a few.

As part of NMG's Environmental, Social, Governance (ESG) work, the organization is focused on driving its core value of being "All Heart." NMG is also assessing its current environmental and social impact while developing a three-year plan to lead the luxury industry in its commitment and transparency to environmental and social sustainability. NMG strives to become an employer of choice, driven by a culture of Belonging. A dedicated team focuses on this journey, directly impacting how NMG conducts business throughout the workforce, workplace, and marketplace dimensions.

NMG has incredibly passionate and committed corporate and store associates. NMG offers associates an environment where everyone feels welcomed, nurtured, and empowered. Our associates are the heart of NMG. As an organization, NMG leads with love - love for customers, love for associates, and love for brand partners.

The Sr. Director, Site Merchandising & Experience is the owner of the site experience and merchandising. This role serves as the business lead for the eCommerce site ensuring the merchandising and experience tactics are focused on achieving the sales goals in total and for each respective category. This leader is a very strong cross-functional leader with the other parts of the eCommerce team, Product & Technology, and Marketing with the goal of achieving the desired business outcomes (i.e. improving conversion, customer satisfaction, sales plans, etc.)

Responsibilities & Duties

  • Directs the activities of the Site Merchandising team and manages a group of Site Merchandising Director & team, in order to achieve KPI-driven goals.
  • Own strategy and production of on-site merchandising events (e.g., Black Friday), seasonal promotions, trends, etc.
  • Makes heavy use of data to drive decisions across the organization and can roll up his/her sleeves to pull data him/herself as needed.
  • Is an expert in creating test and learn plans to improve performance, and leads the team in building and running experiments to derive validated answers that are then activated on the site.
  • Strong presentation skills and experience with an ability to connect to a wide-ranging audience (senior leadership, key cross functional partners, etc.) across a multitude of topics (results, roadmaps, & strategies).
  • Builds and executes plans to increase the effectiveness and efficiencies of the team, and makes tangible, measurable, and important improvements to the customer experience.
  • Ability to get things done in a highly matrixed organization and to create strong relationships across multiple partner teams.
  • Strategic leadership on key seasonal campaigns and core brand moments, ensuring flawless execution of the team and ability to drive to revenue goals.
  • Understands deeply what makes a great customer journey and has expertise in some key areas of basic site experience (taxonomy, site search, UI/UX, SEO etc.)
  • Lead collaboration with UX, Product and Technology teams in building requirements to enable great customer experiences.
  • Keep a pulse on competitive site experiences within the category (direct & indirect competitors) to understand how NM compares; and leverage learnings to influence the eCommerce product roadmap.
  • Lead their team to develop comprehensive understanding of business opportunities including those provided to the team via other cross functional partners and by self-identifying gaps within the experience today.
  • Develop actionable insights that surface in new ways/hypothesis to drive sales.
  • Lead and manage team of direct and indirect supports to execute strategies and iterate as needed, using effective communication and clear expectations.
  • Fulfills leadership responsibilities, including attending daily, weekly, and monthly meetings, as applicable
  • Utilize effective communication skills both written and verbal to clearly communicate business needs and objectives, results, and expectations.
  • Regular communication to various leaders in the organization on business results, and ad hoc questions as required.
  • Tailors' leadership style to appropriately set expectations and coach for growth for different levels of direct reports

  • 6+ years of relevant experience, luxury retail fashion experience preferred
  • 4-year degree preferred
  • Demonstrated change leadership within team and organization
  • An expertise of and passion for digital retail landscape and analytics
  • Strong analytical nature with an ability to use data and metrics to back up assumptions and recommendations.
  • Comprehensive business acumen including an understanding of online KPI's and their impact on demand
  • Strong interpersonal skills with proven ability to effectively build and manage relationships
  • Ability to understand and drive big picture positive results and revenue for NMO total
  • Manage a business by bringing the "art" to the "science" - use your intuition and expertise fueled by data and analytics to maximize business and deliver a best-in-class online experience.
  • Self-starter who relishes being an owner, getting involved in the details of the business and working with cross functional partners to make things happen.
  • Proven strength in both oral and written communication skills, including the ability to develop and deliver presentations to senior management and large groups in a professional, concise, and direct manner. Possess and ability to influence others.
  • Confidence to manage up, secure buy-in from senior leadership, and navigate challenging situations.
  • Comfort with ambiguity, ability to acquire information from multiple parties and bring structure to business processes
  • Strong organizational skills with the ability to manage multiple projects with competing demands for resources
  • Previous people leadership experience including developing, training, and growing team members to maximize their full potential.
  • Proven track record achieving results across multiple businesses
  • Advanced business acumen and analytical skills
  • Strong attention to detail
  • "Win together" mentality
  • Strong proficiency with MS Office Product Suite
  • Associates must be willing to work a flexible schedule based on business need, which will include evenings, weekends, and holidays

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