Manager, Live Chat

Neiman Marcus
Dallas, Texas, United States
23 Sep 2022
28 Dec 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.

Summary Statement:

The Live Chat Manager is responsible for overseeing, training and supporting the live chat digital styling team. This role oversees styling live chat sellers and not customer care live chat associates. This leader will play a key role in developing the strategy for both scaling live chat across sellers as well as defining and driving benchmark KPI's to elevate the client's experience when engaging with chat. This position will partner with the Vice President of Digital Selling, Customer Care, Digital Styling and Product teams to make return on investment driving recommendations around live chat. The Live Chat Manager is a highly collaborative, sales-driven decision maker who can manage multiple projects and thrives in a fast-paced, rapidly evolving environment.

Responsibilities & Duties
  • Oversees live chat team of digital stylists including hiring new stylists devoted to chat
  • Owns live chat KPI's and drives them through sellers and technology improvements
  • Trains the live chat team and develops "rulebook" for engaging on chat and conversation best practices including scripting
  • Establishes and owns sales targets for live chat
  • Owns content & social selling roadmap & strategy
  • Liaison and subject matter expert to product team for live chat
  • Subject matter expert that provides strong input into technology roadmap for live chat and conversational commerce
  • Direct point of contact for live chat program & reporting liaison to senior leadership teams
  • Develops live chat team to grow into broader selling roles
  • Responsible for consistently meets or exceeds sales goals & comfortable working on tight deadlines
  • Professional, resilient and an enthusiastic team player, with a demonstrated commitment to customer service excellence
  • Approaches opportunities through a problem-solving lens, meticulous attention to detail, and always open to collaborative feedback
  • Advanced understanding of how to use live chat to drive digital businesses
  • Flexible and able to quickly adapt to an ever-evolving business and keep pace with technology

  • 3+ years of relevant experience managing a live chat team (preferably a selling team vs customer care)
  • Bachelor's degree preferred
  • Entrepreneurially driven and goal oriented with the ability to multi-task with little or no direction
  • Proven experience managing sales goals & driving to results, including coaching to desired behaviors and performance expectations
  • Advanced presentation skills and experience interfacing and presenting to senior teams
  • Motivated and results driven, excited by digital and eager to make an impact
  • Proven strength in both oral and written communication skills, including the ability to develop and deliver presentations to senior management and large groups in a professional, concise, and direct manner. Possess the ability to influence others
  • Strong organizational skills with the ability to manage multiple projects with competing demands for resources
  • Previous people leadership experience including developing, training, and growing team members to maximize their full potential
  • Proven track record achieving results
  • Strong attention to detail
  • "Win together" mentality
  • Strong proficiency with MS Office Product Suite
  • Associates must be willing to work a flexible schedule based on business needs, which will include evenings, weekends, and holidays
  • If not Dallas-based, potential travel up to 10%, annually.

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