Associate Experience Manager

Neiman Marcus
Charlotte, North Carolina, United States
25 Jun 2022
19 Jul 2022
Human Resources

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.

Summary Statement:

The Manager, Associate Experience is a critical role of the People Strategic Initiatives team. This role will report to the Director of People Strategy & Analytics and will lead associate experience, execute against key People initiatives, and improve our Associate Value Proposition to unlock the potential of our associates and teams. This position will serve as an active partner with People Services and business leaders to consult on a broad range of projects and initiatives related to energy management, identifying new ways of working to drive productivity and empowerment, creating working environments that foster a culture of innovation and creativity, and reimagining associate engagement in the Future of Work. They will thrive in a dynamic environment, excel at working with a global audience, enjoy managing and developing junior practitioners, and enjoy handling multiple projects simultaneously.

Responsibilities & Duties

  • Lead the development and execution of associate experience strategies that are aligned with overall business priorities, directly support NMG's Associate Value Proposition (AVP), and maximize workforce potential
  • Lead the roll-out of NMG's ‘Way of Working' (WoW) initiative to corporate, stores, and fulfillment associates to create a working environment that empowers associates to do their best work.
  • Lead the Corporate Hub Environment Project focused on enabling a ‘free to work from anywhere' style of working, which includes driving engagement and adoption of the core components of the office
  • Design the enterprise-wide rollout and partner with leaders to cascade key components of The Energy Project (TEP) to help associates lead more effectively, build resilience and capacity, and deepen their awareness
  • Orchestrate specific processes including but not limited to:
    • Managing a portfolio of associate experience project(s)
    • Fielding risks and issues and proactively sharing mitigation strategies
    • Leading the process of developing key deliverables
    • Facilitating project meetings to gather applicable information
  • Coordinate with People Analytics to identify key performance indicators (KPIs) and metrics that assess the impact of associate experience initiatives and inform future projects
  • Develop perspectives and recommendations on how to create exceptional associate experiences in the Future of Work
  • Partner with company leadership to drive complex, cross-functional strategic initiatives that impact all aspects of the business and organization
  • Work cross-functionally to conduct analysis and create deliverables for executives and key stakeholders

  • 5-6 years of experience in People / HR professional role; experience as a management consultant using data-driven methods to solve complex human capital-related projects
  • Bachelor's degree required
  • Masters preferred (Human Resources Management, Organizational Behavior Studies, Business Administration / Management, Organizational Psychology, or related field preferred) or equivalent experience
  • Prepare executive level presentations and supporting materials, in partnership with People Services leadership and other NMG leaders, as applicable
  • Ability to leverage data and people analytics to inform strategic decision making and recommendations to leadership
  • Possess an understanding of Future of Work concepts, solutions, and its application in Human Resources
  • Experience managing large-scale, multi-phased programs with a wide variety of stakeholders, owning operational governance and project management
  • Ability to take multiple and complex inputs and concepts and distill into simple, relevant, and executable strategies that are relevant, pragmatic, easy-to-execute, and drive impact
  • Demonstrated time management skills that enable on-time, high-quality project delivery with the ability to manage multiple projects simultaneously
  • Ability to manage teams of at least 3-4, providing strategic direction, orchestrating work, and planning work to meet deadlines, ensure quality control, and account for timely review cycles.
  • Expert in Microsoft Office, specifically PowerPoint and Excel, with demonstrated experience developing executive-level presentations
  • Self-driven, innovative strategic thinker who is resourceful and able to look beyond existing business and technology limitations
  • Demonstrated ability to persuade, influence, and execute innovative methods and processes
  • Demonstrated leadership skills with an ability to motivate, influence, collaborate, and work closely both in-function and across the organization
  • Excellent customer service and interpersonal relationship skills
  • Excellent written and verbal communication skills
  • Ability to multi-task and work both in a team and independently within a high pressure, deadline driven environment
  • Demonstrated ability to lead, mentor, and coach junior practitioners