Manager, Retail Operations

Neiman Marcus
Dallas, Texas, United States
10 Aug 2022
31 Oct 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 Manager, Retail Operations oversees the execution of tactics and initiatives that support company strategy and continuous retail excellence. This role will partner with store leaders and corporate stakeholders to define and implement policy, procedure and practice that optimize retail operations and deliver seamless execution of operational initiatives. This role reports to the Sr. Manager, Retail Operations.

Responsibilities & Duties
  • Lead the planning, development, refinement and execution of retail initiatives that support company strategy
  • Creation, development, routine evaluation, documentation and execution of policies, procedures and practices that maximize company profitability through corporate and stores labor efficiency and execution excellence
  • Collaborates with store executives / leaders and cross functional corporate partners to identify, plan and solution operational excellence opportunities (process improvements, execution gaps, inefficiencies, etc.)
  • Act as key cross functional business partner and collaborator that leads the development and implementation of initiatives and KPI's that deliver company strategy
  • Establish, monitor, and analyze key operational performance metrics to drive performance, focus, and improvement
  • Serve as a stores expert to consult and advise stakeholders in the development and execution of initiatives that have store impact or consequence
  • Creates and maintains policy, procedure and process documentation
  • Promotes a customer centric culture of results-oriented performance in stores and through corporate cross functional relationships
  • Approximately 25% of work time is physical time in an NMG store

  • 4-6 years of store operations experience
  • 2+ years of stores / field leadership experience preferred
  • 4-year degree preferred
  • History of driving results and performance through influence
  • Strong ability to successfully interface with all levels and areas of the organization, establish close working relationships, and build consensus and support for improvement opportunities
  • Adept at identifying operational improvement opportunities and working with others to generate and implement solutions
  • Strong ability to influence without authority and drive change across multiple functions in a dynamic environment
  • Exceptional verbal and written communication skills; strong facilitation, interpersonal, and teamwork skills are required

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