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Director, Sales Experience - Paramus

Country : USA USA

State : New Jersey

County : Bergen County

Town : Paramus

Category : Sales

Contract type : Permanent

Availability : Full time

Company presentation

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, mytheresa.com. 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 NeimanMarcus.com, BergdorfGoodman.com Horchow.com, LastCall.com, and CUSP.com. 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.

Job description

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 Sales Experience Director is responsible for sales within their assigned area, facilitating partnerships across functions and departments, driving team towards goals, and leveraging team skills to build a customer-driven sales experience, all while being a steward of Neiman Marcus.
Responsibilities & Qualifications
Responsibilities & Duties
Business Ownership
- Supports the Store GM in fulfilling their duties, including backfilling for GM as needed
- Drives towards the achievement of maximum sales and growth in line with company vision and values in partnership with other functional leads for all sales departments
- Oversees all aspects of merchandising and communications with merchant and vendor partners (e.g., presentation, returns, damages)
- Manages team execution, anticipating and adjusting for risks and roadblocks to maintain operational excellence
- Determines strategic objectives in partnership with Store GM and sets priorities accordingly
- Oversees Client Development function in stores to meet overall client development and selling KPIs
- Analyzes and develops understanding of internal / external customer behavior, trends, and preferences, adjusting processes and standards accordingly (e.g. focus programs)
- Plans and executes store budget and ensures guidelines are being followed to minimize operating expenses and maximize revenue
- Facilitates cross-functional communication across store departments to optimize collaborative efforts
- Fulfills store senior leadership responsibilities, including attending daily, weekly, and monthly meetings, as applicable
- Actively participates in, and in the absence of the Store GM, facilitates Store Senior Leadership team meetings by fostering a trusting and respectful environment for free and open participation, idea sharing, addressing concerns / challenges, setting goals, etc.
- Partners with Merchant and Planning Organization Leaders and Regional team to determine appropriate strategies and action plans for the store to yield positive results People
- Oversees people, product and placement, and sales promotion
- Oversees Client Development team performance and objectives through management of SGMs
- Recognizes outstanding Associate performance, addresses opportunities for improvement, and quickly resolves issues
- Tailors leadership style to appropriately set expectations and coach for growth for different levels of direct reports
- Sets goals for Associates in alignment with department objectives and supports in Associates in achieving them
- Develops, motivates, and trains the management team in all aspects of the store
- Provides consistent and frequent communication so all team members are aware of the store vision, goals, and expectations Customer Experience
- Champions Neiman Marcus culture and values, and manages team to create a friendly, upbeat atmosphere where customer service is consistent with Neiman Marcus standards
- Partners with Client Development, Brand Experience, Restaurants, Merchants, and Brands Manger and Regional team to fulfill store strategic efforts
- Oversees the floor to monitor coverage and presence for the store
- Builds a Customer Service-driven team, overseeing Customer Service efforts and escalations
- Partners with functional leads for execution of in-store selling events
- Seeks to help others by identifying and meeting the needs of the team, customers, partners, and the community

Profile

- 10+ years of relevant experience, luxury retail fashion experience preferred
- Prior retail senior management experience required
- 4-year degree preferred
- Demonstrated change leadership within team and organization
- Proven track record achieving results across multiple businesses
- History of building, leading, motivating, and coaching teams to achieve objectives
- 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
- Excellent oral and written communication skills
- Strong attention to detail
- "Win together" mentality
- Advanced proficiency with MS Office Product Suite
- 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 holidaysCompetencies
Passion for People
- Resolves conflicts as soon as they arise, finding common ground and settling disputes fairly and with minimal disruption
- Structures messages in a clear logical manner using the most appropriate communication medium
- Responsible for the performance and career development of direct reports
- Identifies and develops key talents to ensure positions have talent prepared up to 5 years into the future
- Trains and develops quality talent by supporting team members in identifying career development goals and opportunities for growth and exposure
- Evaluates and calibrates performance fairly and provides feedback with consistent follow-up
- Assures that rewards are tied to objectives and requirements
- Establishes a positive environment of achievement, recognition, and celebration
- Serves as a role model by establishing and adhering to high ethical standards
- Speaks with truth and candor, modeling how to challenge the status quo appropriately
- Creates a safe and trusting work environment that encourages open and honest dialogue
- Prioritizes focus on and commitment to exceptional internal and external customer service through reinforcing communications and learning opportunities
- Empowers and coaches team to take ownership of internal and external customer problems and resolve them quickly
- Creates a gracious and welcoming environment for internal and external customers as well as other partnersPassion for Business
- Demonstrates a history of effective decision making and coaches others in making good decisions
- Defines clear priorities for direct reports and enables focus on most critical activities to improve performance
- Models flexibility and decisiveness in changing direction as the business environment dictates to achieve strategic objectives
- Fosters consistent reflection on past performance and continuously improve
- Encourages and scales idea-sharing
- Personally champions change initiatives, and assigns key change roles to direct reports, secures commitment to change, and coaches direct reports on their roles in the changePassion for Personal Growth
- Demonstrates a working knowledge and appreciation of the NMG business and the fashion industry
- Conveys energy and enthusiasm for NMG and personal work
- Adapts personal approach in response to diverse situations and people
- Responds to unexpected changes in work environment with creativity and resilience
- Establishes and upholds high personal standards for individual work and environment
- Maintains a customer-centric mentality versus a solely store-centric one 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.
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