Customer Experience Lead - Luxury Brand Activations

Saks Fifth Avenue Llc; Charlotte (NC); On-site; USD 75,000 - 93,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Disability insurance

Voluntary benefits such as criticalIll

Job summary

Neiman Marcus seeks a Customer Experience Manager to drive relationship selling, client retention, and activation strategies with the store team. You will lead branding and marketing at the store level, plan events, and engage the community on-site reporting to the General Manager.

You will develop seasonal event calendars, build relationships with philanthropic groups and corporate partners, and balance creative activations with clear selling goals to drive MVC health and ROI.

Qualifications

• 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.
• Certain roles may require standing, bending, climbing stairs, and lifting and carrying up to 10 pounds.
• Associates will work a flexible schedule based on business need, which will include evenings, weekends, and holidays.
• Travel may be required.

Responsibilities

• Develop detailed action plans for events across 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

Skills

Leadership

Data analysis

Executive presentation

Social media

Google Suite

Tableau

InDesign

CONNECT

Tools

Tableau

InDesign

Google Workspace

CONNECT

Job description

Neiman Marcus seeks a Customer Experience Manager to drive relationship selling, client retention, and activation strategies with the store team. You will lead branding and marketing at the store level, plan events, and engage the community on-site reporting to the General Manager.

You will develop seasonal event calendars, build relationships with philanthropic groups and corporate partners, and balance creative activations with clear selling goals to drive MVC health and ROI.