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Support Operations Manager

Country : USA USA

State : Georgia

County : Fulton County

Town : Atlanta

Category : Production - Quality

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 Retail Performance and Sales Operations Sales Support Manager role focuses on store scheduling, best practices, and expense management to effectively and efficiently support sales and maximize profitability. They contribute to the enhancement of the customer experience to improve sales performance and bottom-line profitability.
Responsibilities & Duties
- Leads execution of store Retail Performance and Store Operations strategy
- Oversees execution of tasks for daily store operations and support functions, such as:
- Inbound merchandise / supply receiving
- Outbound merchandise movement
- Inventory control
- Supports online sales activity via accurate and timely order fulfillment
- Supports merchandise price changes
- Manages store expenses (payroll and non-payroll), budgets, and inventory control, in order to optimize profitability
- Manages all store labor, scheduling, and staffing
- Partners with store engineer to support maintenance of all mechanical and technological systems
- Flexes store processes and behaviors to maximize operational efficiency
- Collaborates effectively with Selling Department Managers and Sales Associates to provide high level of support in achievement of selling and customer service objectives
- Trains and develops support Associates to provide a high level of administrative support to the selling team
- Responsible for addressing interior and exterior appearance issues and formulating requests to secure funding for capital projects
- Acts as key member of store leadership team and partners with General Manager, Brand Experience, Merchandise, Loss Prevention, and Visual Managers to provide support for their objectives
- Trains and coaches on all procedures, processes, and controls utilized daily to protect inventory and maximize company sales and profitability

Profile

- 4-6 years of relevant experience, luxury retail fashion experience preferred
- 4-year degree preferred
- Proven track record achieving business results
- History of leading, motivating, and coaching teams to achieve objectives
- Advanced business acumen and analytical skills
- Excellent oral and written communication skills
- Strong attention to detail
- "Win together" mentality
- Basic proficiency with MS Office Product Suite, advanced proficiency 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 holidaysCompetenciesPassion for People
- Creates and maintains an environment of trust and collaboration by encouraging team members to share feedback and make recommendations for improvement
- 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
- Actively recruits and hires quality talent to add to team, planning for and creating talent bench
- 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
- Promotes a positive environment of achievement, recognition, and celebration
- Serves as a role model by establishing and adhering to high ethical standards
- Leads team in appropriately enforcing policies and procedures, ensuring understanding from all Associates
- Speaks with truth and candor, modeling how to challenge the status quo appropriately
- 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 partners
- Creates a gracious and welcoming environment for internal and external customers and other partners Passion for Business
- Stays informed of business drivers, industry trends, and competitors, applying knowledge to identify and pursue new opportunities
- Establishes well-thought-out plans and manages execution of plans, anticipating and adjusting for risks and roadblocks
- Tracks progress against departmental strategies to execute properly and successfully
- Proactively shares information, best practices, and new ideas with team to improve business and performance
- Demonstrates strong decision-making skills (e.g., problem definition, data analysis, hypothesis testing, asking for input)
- Uses critical thinking skills to analyze problems and to recommend viable solutions
- Personally champions change initiatives, explaining benefits and challenges of change to team and others impactedPassion for Personal Growth
- Continuously builds skills and knowledge through training, coaching, and career experiences
- 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 oneThis 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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