Director Sales Experience

Recruiter
Neiman Marcus
Location
Short Hills, New Jersey, United States
Posted
13 Jul 2022
Closes
06 Sep 2022
Ref
22087
Function
Retail
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 Sales Experience Director 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 & Qualifications

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

Competencies

Passion for People
  • Actively breaks down silos and barriers to foster an environment of cross-organizational collaboration, inclusiveness, information-sharing, and problem-solving
  • Resolves conflicts as soon as they arise, finding common ground and settling disputes fairly and with minimal disruption
  • Structures messages in a clear logical manner using the most appropriate communication medium
  • Responsible for the performance and career development of direct reports
  • Identifies and develops key talents to ensure positions have talent prepared up to 5 years into the future
  • Trains and develops quality talent by supporting team members in identifying career development goals and opportunities for growth and exposure
  • Evaluates and calibrates performance fairly and provides feedback with consistent follow-up
  • Assures that rewards are tied to objectives and requirements
  • Establishes a positive environment of achievement, recognition, and celebration
  • Serves as a role model by establishing and adhering to high ethical standards
  • Speaks with truth and candor, modeling how to challenge the status quo appropriately
  • Creates a safe and trusting work environment that encourages open and honest dialogue
  • Prioritizes focus on and commitment to exceptional internal and external customer service through reinforcing communications and learning opportunities
  • Empowers and coaches team to take ownership of internal and external customer problems and resolve them quickly
  • Creates a gracious and welcoming environment for internal and external customers as well as other partners

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