Director, Customer Growth

Recruiter
Neiman Marcus
Location
Dallas, Texas, United States
Posted
06 Oct 2022
Closes
07 Jan 2023
Ref
23478
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 Director, Customer Growth, sets the vision, strategy, and execution path, along with the broader Neiman Marcus Brand (NMB) leadership team, to drive outsized growth with high-value clients. This role is a blend of ideation/strategy plus implementation/operationalizing.

Responsibilities & Qualifications

Responsibilities & Duties
  • Crafting seamless, end-to-end omnichannel journeys for our high-value clients, from ideation to strategy development to successful execution
  • Embedding a culture and providing hands-on coaching in agile ways-of-working with test and learn activities, including all project/program systems and related data, program requirements and training, program implementation and tracking
  • Overseeing all working team operations by improving processes, prioritizing activities, and creating innovative solutions to operational challenges
  • Partnering cross-functionally with other leaders in our Customer Strategies, Customer Engagement, Retail, Product & Technology, eCommerce, and Marketing teams to bring to life these journeys and experiences
  • Communicating with senior leadership at NMB on progress and key business outcomes (i.e., frequency, engagement, customer satisfaction, customer migration, sales plans, etc.).
  • Shape and implement the strategy for relevant client segments that meets the overall vision for NMB
  • Curate the client experience by driving client programs that build loyalty, strengthen NMB recognition, and provide individually customized services and experiences
  • Drive key business objectives (e.g., targets on retention and frequency / trips) and own full responsibility of revenue and margins
  • Grow top line and maximize bottom line profits while maintaining long-term growth mindset and innovating client experiences with brand
  • Build and lead a high-performing team of direct and indirect reports
  • Establish the brief for key partners in Customer Strategies, Customer Engagement, Marketing, Product and Technology, and Data Science teams to develop, define, and deliver program essentials
  • Understand the value drivers of the business and identify profitable opportunities to grow revenue and market share through client engagement and upward migration
  • Diagnose and drive changes to client offerings, experiences and approaches based on detailed decomposition of leading indicators and KPIs


  • 8-10 years' experience in the luxury or fashion industry, including experience with consulting, corporate ventures, and/or startup environments, ideally in a service-based business
    • Prior omni-retail senior management experience required (minimum 5 years)
  • History of leading, motivating, and coaching teams to achieve objectives, including driving change management within an organization
  • Experience building a function/team from the ground-up (either within a larger organization or at a startup)
  • Demonstrated aptitude for analytical and conceptual problem solving; comfort with quantitative analysis, including leveraging multiple sources of data (e.g., transactions, CRM, voice-of-the-customer) to develop action-oriented solutions
  • Ability to communicate complex ideas and results effectively at multiple levels of the organization, including executive-level communications
  • Highly skilled in collaborating cross-functionally and managing through influence in a matrixed organization to achieve shared goals
  • Experience in leading and/or working in an agile environment is required
  • Experience holding full P&L accountability including commercial accountability alongside possessing strong business acumen and awareness of trends across luxury, fashion, and consumer.
  • Comfortable and effective inspiring your team as with ability to use data and analytics to dive deeper into setting specific plans and objectives to drive performance and growth
  • Experience with stakeholder interfacing and management at all levels
  • Associates must be willing to work a flexible schedule based on business need, which will include evenings, weekends, and holidays
  • Travel up to 20%

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