Client Relationship Lead Northbrook

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 37 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 Client Relationship Lead is assigned to a specific store. This role creates and supports growth and development strategies for targeted client segments at the store level, enabling Associates to cultivate, develop, and strengthen relationships with clients of the Neiman Marcus brand.

Responsibilities & Duties

• Expert on the top % MVC clients within the Store and/or Market
• Cultivates relationships with all client segments within the store/market
• Engage directly with clients, as appropriate, in support of client development efforts
• Develops and decides the best tactics to deploy to achieve Client Development KPIs in Store or Market in collaboration with Brand Experience
• Oversight of MVC clients and strategies that support them (retention, migration, growth, etc.)
• Monitors Client Development KPIs (e.g., trips frequency, spending tier migration, engagement/building relationships) for new and existing customers with a focus on two-channel customers
• Drives all Client Development-specific initiatives in Store or Market in partnership with CDMM, GM and Store Leadership team
• Leverage and use the Connect app as a key enabler to deepen and build relationships
• Identify opportunities to deepen relationships with top clients for Private Client Relations (PCR) programs and experiences
• Assists and partners with Brand Experience in coordinating in-store experiences (e.g., Fitting Room Experience, events, etc.)

Qualifications

• 2-4 years of experience, luxury retail fashion experience preferred
• 4-year degree preferred
• Excellent oral and written communication skills
• Strong attention to detail
• Motivated and results driven
• "Win together" mentality
• Basic proficiency with MS Office Product Suite, advances proficiency in Excel preferred
• 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

Passion for People

• Adapts to work effectively with others who have different communication/working styles
• Keeps others informed so there are no unnecessary surprises
• Effectively listens to others, and shows respect for others' opinions
• Communicates with professionalism and tact
• Assists co-workers in learning their responsibilities when needed
• Establishes and maintains effective long-term relationships with internal/external customers that help improve personal results

Passion for Business

• Applies knowledge of internal/external customers and/or market to develop business
• Continually expands personal knowledge of new products, services, solutions and/or offerings, and uses that knowledge to gain internal/external customers
• Prioritizes own work and determines the appropriate course of action needed to meet established due dates
• Understands and communicates how own work contributes to achievement of the organization's objectives
• Demonstrates ability to think and act beyond his/her position and group
• Describes how different decisions made today may impact the future in different ways
• Demonstrates an ability to quickly adapt to new priorities and directions

Passion for Personal Growth

• Keeps informed on industry trends, leading practices, new innovations and status of competitors
• Describes the wants and needs of customers and other external factors that influence the business
• Demonstrates a genuine interest and curiosity about NMG business and merchandise
• Gains personal satisfaction from the success of the company
• Maintains effectiveness in diverse work environments where circumstances and priorities are changing
• Reads others well, and recognizes the need to adjust their own behavior accordingly
• Constantly looks for ways to "raise the bar"
• Accurately assesses his/her quality of work and uses constructive self-criticism to find ways to improve
• Consistently demonstrates high standards for all aspects of his/her work (e.g., personal performance, environment/ presentation, customer experience, selection of luxury goods, talent selection)
• Maintains a customer-centric mentality versus a solely store-centric one

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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.