Director, Retail Service Experience

Neiman Marcus Group - United States of America-Texas-DALLAS-Dallas-Multi Downtown
October 17, 2020
Submission for the position: Director, Retail Service Experience - (Job Number: 2001782)
Director, Retail Service Experience
For over a century, Neiman Marcus Group has served the unique needs of our discerning customers by staying true to the principles of our founders:  to be the premier omni-channel retailer of luxury and fashion merchandise dedicated to providing superior service and a distinctive shopping experience in our stores and on our websites. Neiman Marcus Group is comprised of the Specialty Retail Stores division, which includes Neiman Marcus and Bergdorf Goodman, and our international brand,  Our portfolio of brands offers the finest luxury and fashion apparel, accessories, jewelry, beauty, and home décor. The Company operates more than 40 Neiman Marcus full-line stores in the most affluent markets across the United States, including U.S. gateway cities that draw an international clientele.  In addition, we operate 2 Bergdorf Goodman stores in landmark locations on Fifth Avenue in New York City. We also operate more than 40 Last Call by Neiman Marcus off-price stores that cater to a value oriented, yet fashion minded customer.  Our upscale eCommerce and direct-to-consumer division includes,,, and  Every day each of our 15,000 NMG associates works towards the goal of enabling our customer to shop any of our brands "anytime, anywhere, and on any device." Whether the merchandise we sell, the customer service we offer, or our investments in technology, everything we do is to enhance the customer experience across all channels and brands.
Summary Statement: The Director, RSE will lead and develop strategies to support customer touch points with services and experiences throughout the customer journey. To do so, these strategies will support an omni platform delivering seamless, magical moments of engagement with key services such as but not limited to: Appointments with Style Advisors, Alterations, Curbside Pickup, Returns and Food & Beverage. The Director will be responsible for reimagining our service propositions. They will define the way we integrate services into the customer journey; finding ways to leverage our people, products and places to present choices and options for self-service, quick assistance or high-touch engagement. The Director will create, implement and optimize a Selling Ceremony; outlining components of non-negotiable actions/experiences to delight every customer, every time. In addition, the Director will support the Service Ambassador program; in-store functions and teams working to ensure our customers are engaging with all the magic our brand offers and feels special every moment they are a part of it. This role requires cross-functional collaboration and partnership with regional teams in Client Development, Training, Brand Experience, Store Performance/Operations and Store Leadership.
Responsibilities & Duties
• Work with store teams to ensure store environment supports “Service for All” culture
• Develop and execute strategies to deliver accessibility/speed/convenience with services throughout the customer journey
• Elegantly and clearly define our ‘silver platter of services options’ so that customers know how NM can be part of their daily lives
• Author and owner of the NM Selling Ceremony as well as providing on-going education, training and development in partnership with Training, Store Leaders and Client Development teams
• Set and achieve SLAs with in-store services, e.g., Curbside pickup, Same-day Delivery, Alterations
• Reimagine Alterations services as a point-of-difference in the customer experience; integrating fit and expertise throughout the journey
• Identify, innovate and optimize convenient services such as gift wrapping, ship-to-store and in-home services
• Stays current with industry trends in service and experience and is curious about new ways to enrich the customer journey
• Develop and implement Food & Beverage services to be integrated into the customer journey, beyond in-restaurant experiences (partnership with Restaurant teams)
• Develop strategy to deliver ‘service on the customer terms’ such as PLCC benefits and on-demand styling support (virtual and in store appointments)
• Drive the service strategy: Set expectations and measure outcomes in Performance Management through current and future key metrics: Conversion, NPS, OHB, Growth in New Customers (second purchase)
• Collaborate and partner cross-functionally with store and regional teams in Client Development, Training, Brand Experience, Store Performance/Operations and Store leadership
• 7-10 years of experience, luxury retail fashion experience preferred
• 4-year degree preferred
• Proven track record achieving results across multiple businesses
• History of leading, motivating, and coaching teams to achieve objectives
• History of driving outcomes including defining and meeting KPIs to achieve incremental growth
• Advanced business acumen and analytical skills
• Previous experience navigating complex business problems, collaborating with leads across corporate functions, presenting at the executive level, working with corporate business partners, and leading cross-functional large-scale initiatives promoting change adoption
• Excellent oral and written communication skills
• Strong attention to detail
• Curious, Innovative, and nimble
• "Win together" mentality
• Focus on customer service – obsessed with making customers happy and view services and experiences as having no boundaries (in-store, online, across categories, and all accessible)
• Passionate about adopting new ways to deliver service and finding ways to meet or exceed customers’ needs
• Advanced proficiency with MS Office Product Suite, specifically Excel
• 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 needs, which will include evenings, weekends, and holidays
• Travel may be required, up to 20%
United States of America-Texas-DALLAS-Dallas-Multi Downtown
Multi Downtown (9095-MULTI)
Neiman Marcus
One Main Square
Dallas , 75201
Multi Downtown
Neiman Marcus
One Main Square
Retail Sales Management
Sr. Leader
Yes, 20 % of the Time
Oct 17, 2020, 11:40:37 AM
Schedule: Full-time Location(s): United States of America-Texas-DALLAS-Dallas-Multi Downtown Job Type: Standard Day Job Level: Sr. Leader Travel: Yes, 20 % of the Time