Senior Manager, Customer Retention & Engagement

Neiman Marcus
New York, New York, United States
22 Sep 2022
04 Jan 2023
About Bergdorf Goodman

As the house of extraordinary taste for almost 120-years, we are New York's original icon of style. The legendary window on inventive inspiration, discerning since day one, we define the culture of fashion. We are a community of "creative ingeniuses" cultivating experiences beyond the expected, and nurturing ideas that inspire the joy of discovery. We thrive on bringing exceptional creative talents together. We are unabashedly luxury. And luxury is ours to define. We are Bergdorf Goodman.

The Opportunity

Darcy Penick, President of Bergdorf Goodman and one of the first leaders in pure-play fashion e-commerce, has built a team of industry pioneers who are bringing their collective expertise and commitment to operational excellence to the world of Bergdorf Goodman. As the destination to discover best in class designers, emerging brands and exclusive products, Bergdorf Goodman provides customers with transformative experiences that embody the definition of modern luxury. Today we continue to evolve demonstrated by our significant growth within the business.

Job Summary

The Bergdorf Goodman CRM team is looking for an enthusiastic, hands on, and driven Senior Manager to oversee Bergdorf's programmatic customer offerings, and to be an advocate of continually improving our customer experience. This Senior Manager will be responsible for driving customer loyalty, retention, and delivering a seamless experience for our customers. We are looking for a candidate who is comfortable owning and driving projects, and is not afraid to get into the details. Let's build something great together!

In this role you will:
  • Own and monitor key customer metrics like retention, loyalty membership, brand engagement, sales associate engagement, NPS
  • Manage and guide strategy of existing customer programs (e.g., InCircle Rewards Credit Card, Bergdorf Goodman Client Concierge)
  • Drive design, development, and rollout of new customer programs based on business and customer needs
  • Lead cross-functional projects to improve Bergdorf's customer experiences based on customer insights & analytics
  • Be a key stakeholder in the evolution of Bergdorf's digital customer experiences (e.g., App, My Account)

  • Self-starter, someone who is excited about building new things and likes to get into the details!
  • 6+ years of experience working in loyalty program management, CRM, customer experience strategy or customer marketing
  • Experience managing projects across multiple stakeholders (e.g., marketing, analytics, store / web operations, product)
  • Experience managing teams, being a role model for junior team members
  • Ability to interpret data and draw out insights
  • Excellent proficiency in excel and power point. Familiarity with data visualization tools (e.g., Tableau) and project management tools (e.g., JIRA)
  • Retail and digital experience preferred

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