Now Hiring - Manager Sales Experience - Palo Alto in Palo Alto, CA

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
[please apply online] catering to loyal luxury customers globally. NMG
also owns five Last Call stores and [please apply online] 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 Manager is responsible for the sales experience of a Neiman Marcus store department(s), facilitating partnerships across functions, driving team towards goals, and leveraging team skills to build a customer-driven sales experience, all while being a steward of Neiman Marcus.
Responsibilities & Duties
Business Ownership

Drives towards the achievement of maximum sales and growth in line with company vision and values in partnership with other functional leads for department


Oversees all aspects of merchandise 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 within department(s)


Provides input on strategic objectives for the store and sets priorities accordingly by department


Reviews business with applicable Buyers for department and discusses action plans that will yield positive results


Establishes plans and strategies in partnership with Client Development Lead(s)


Develops understanding of and analyzes internal and external customer behaviors, trends, and preferences, adjusting processes and standards accordingly (e.g., focus programs)


Plans and executes departmental budgets and ensures guidelines are being followed to minimize operating expenses and maximize revenue

Supports audit compliance to enforce department and stockroom controls, as applicable

People
Manages people, product and placement, and sales promotion within department


Recruits, hires, trains, and develops sales team, as applicable


Owns Associate performance management, career development, and coaching as needed


Recognizes outstanding Associate performance, addresses opportunities for improvement, and quickly resolves issues


Communicates expectations for Associate behavior and holds Associates accountable


Manages team's daily prioritization of tasks


Sets goals for team in alignment with department objectives and supports Associates in achieving them


Oversees scheduling of department Associates with sensitivity to promotional calendar and business needs

Customer Experience

Exhibits NMG culture and values, and creates a friendly, upbeat atmosphere where customer service is consistent with Neiman Marcus standards


Partners with Client Development, Brand Experience, Restaurants, Merchants, and Brands to deliver an extraordinary customer experience


Maintains a strong presence on the floor and is aware of what is happening throughout the day


Proactively builds positive and productive relationships with vendors, customers, merchants, etc.


Builds a cohesive 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
Sales Experience Manager*
In addition to the above requirements, manages Alterations team**, Service Ambassador team, and Customer Service team, as applicable




Personal Stylist Manager*
In addition to the above requirements, manages Alterations team** and Personal Stylist team, as applicable
**Store leadership will place Alterations / Sales Support teams as needed in their specific stores









Competencies
Passion 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

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 stro