Manager, Customer Experience

Saks • Charlotte, NC

21d • Onsite

About The Position

Neiman Marcus is a leading luxury retailer known for its curated product assortment, unparalleled services, and exclusive activations. The company creates 'Neiman Marcus magic' through exceptional customer experiences, including events like the Neiman Marcus Awards and Fantasy Gifts, seasonal campaigns, and 'Retail-tainment' initiatives. With a rich history of brand building, Neiman Marcus serves customers across 36 stores, digital channels, and through remote selling, and is part of Saks Global’s portfolio. The Customer Experience Manager will enable relationship selling and client retention and activation strategies in partnership with the store team. This role strengthens the brand by leading all branding and marketing activities at the store level, including event planning and community engagement. The position is on-site at the assigned store and reports to the store General Manager. The ideal candidate is a creative and commercial thinker, an operational maestro, a natural connector, and a collaborative leader.

Requirements

• 4+ years of relevant experience
• History of building, leading, motivating, and coaching teams
• Ability to synthesize data to determine relevant actions
• Experience presenting at the executive level
• Proficiency with necessary tools including but not limited to social media, google suite, Tableau, and CONNECT
• Experience with InDesign

Responsibilities

• Develop detailed action plans for events applicable to stores and manage execution in partnership with Selling Managers, Group Managers, Corporate Special Events, Client Development, and Senior Store Leadership
• Manage the scheduling, budgeting, internal and external communications, planning, production, breakdown, wrap up, and reporting of each event
• Plan seasonal events calendar across Market / Metroplex in collaboration with Corporate Brand Experience, Merchants, Communications, Marketing, Creative, and brand partners
• Partner with Regional Director to create seasonal strategies to support business
• Develop community relationships with philanthropic organizations, social groups, and corporate partnerships
• Generate excitement around the Brand by creating inviting and compelling activations and events; balance this with a commercial mindset to help events generate both short- and long-term ROIs with clear selling goals and appropriate Associate follow up
• Cultivates relationships with all client segments within the store/market
• Engage directly with clients, as appropriate, in support of client development efforts
• Monitors Client Relationship KPIs (e.g., trips frequency, spending tier migration, engagement/building relationships) for new and existing MVC customers
• Drives all Client Relationship-specific initiatives in Store or Market in partnership with GM and Store Leadership team
• Identify opportunities to deepen relationships with top clients for Private Client Relations (PCR) programs and experiences
• Serve as a strategic business partner to the General Manager and DSEs owning overall store MVC health, working collaboratively to achieve and exceed MVC & store targets.
• Surfaces Top Client Liabilities to GM and develops strategy to anniversary large ticket sales from LY in partnership with key associates and store leaders.
• Monitor and analyze weekly store and divisional customer performance (sales, count, trips, $/Customer) and inform real-time strategy adjustments.
• Oversight and ownership of client relationship initiative results and execution

Benefits

• medical insurance
• dental insurance
• vision insurance
• 401(k) retirement plan
• basic life insurance
• supplemental life insurance
• disability insurance
• a variety of additional voluntary benefits (such as critical illness, hospital and accident insurance)

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed