Sr. Manager, Site Experience and Discovery

Recruiter
Neiman Marcus
Location
Irving, Texas, United States
Posted
10 Jun 2022
Closes
03 Sep 2022
Ref
21679
Function
Ecommerce
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.

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.

Summary Statement: The Sr. Manager Site Experience & Discovery will be a key member of the Neiman Marcus eCommerce team in helping establish sitewide and category perspectives on optimizations around the way consumers search, browse and engage with product recommendations and reviews on NeimanMarcus.com to better enable product discovery.

This role requires high attention to detail, technical skills, the ability to problem solve and multitask, along with strong interpersonal skills to effectively collaborate with stakeholders. A successful candidate will be proactive, highly analytical and data driven with an understanding of various online marketing principles and KPIs, as well as have a passion for product and market trends. Both a high-level strategic thinker and a roll-up-your-sleeves operator, the ideal candidate should be comfortable working in a fast-paced, demanding, and exciting environment.

Responsibilites and Duties:
  • Focus on strategy and improving the search experience, by reducing friction for customers.
  • Provide relevant results to customers based on the search term. Using third-party tool, execute algorithm tweaks to ensure the most relevant products are prioritized within the results.
  • Uncover customer intent and reveal data about customers interests. Share out with the appropriate cross-functional teams.
  • Partner with site merchandising and category management to understand the key business drivers based on seasonality, receipts and brand penetration. Collaborate with product management on search and browse enhancements to improve the customer experience (search typeahead, filter UX, etc.).
  • Identify new data points that should be considered as results are populated on the search results and browse category pages to increase click-thru rate, conversion rate and demand.
  • Subject matter expert for the design and implementation of personalized browse, search and recommendations.
  • Increase add to bag and conversion rate by improving product recommendations on all touchpoints throughout the ecommerce experience.
  • Partner with cross functional teams to improve ecommerce product recommendations and expand customer reviews throughout the site.
  • Analyze and report on search, browse and reccs on ecommerce KPI's and performance.
  • Create a positive and collaborative work environment with cross-functional partners to allow for alignment and execution of strategies to exceed goals.
  • Manage and develop specialists to ensure team members are engaged, performing at the highest level and are given the opportunity for professional growth and development.


Qualifications
  • Bachelor's degree.
  • Minimum of 3+ years of relevant retail ecommerce experience. Proven experience successfully driving Search and Browse strategies is preferred.
  • Skilled in defining the right metrics to measure how your actions are impacting customers and the business.
  • Strong analytical skills with hands-on experience using data analytics tools. Adobe Analytics experience preferred. Advanced Excel and Microsoft Office skills required.
  • Technically savvy. Familiar with Machine Learning concepts, Search fundamentals, approaches to personalization.
  • Strong experience in large scale enterprise organizations. Luxury retail preferred.
  • Excellent communication skills - interpersonal, verbal and written.
  • Strong commitment to timelines, accuracy, organization and professionalism.
  • Thrives in a fast-paced and cross functional environment with a customer first mindset.
  • Proactive, self-motivated, passionate and accountable. A self-starter approach with an eagerness to consistently meet and exceed objectives and take on more responsibility.
  • Previous people leadership experience including developing, training, and growing team members to maximize their full potential.
  • Proven and strong cross functional partnership track record
  • 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
  • Associates must be willing to work a flexible schedule based on business need, which will include evenings, weekends, and holidays


Competencies

Passion for Business
  • Fosters creative thinking and risk-taking amongst direct and indirect 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 and indirect 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 channel-centric one

Communicating Effectively
  • Demonstrates effective and appropriate use of communication channels within NMG
  • Develops and delivers compelling presentations on difficult or controversial topics for varied audiences
  • Adjusts content, style and message to maximize comprehension for a wide variety of audiences
  • Establishes and fosters an environment encouraging effective cross-organizational communications
  • Provides coaching on communicating effectively within and across teams and organizations

Demonstrating Strategic Ability
  • Demonstrates the ability to imagine and analyze future scenarios, make assumptions, and explore alternative strategies
  • Translates the organization vision and strategic objectives into action plans and a clear and motivating view of the future for their team
  • Balances short and long-term thinking, making thoughtful trade-offs between investing for future needs and meeting short-term goals
  • Demonstrates a history of effective decision making, and coaches others in making good decisions through structured analysis


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.

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