Manager, Customer Experience

060 SAKS & CO LLC; Westchester (IL); On-site; USD 94,000 - 118,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) retirement plan

Life insurance

Disability insurance

Critical illness

Hospital insurance

Accident insurance

Employee discount

Job summary

Neiman Marcus in the United States is seeking a Customer Experience Manager to drive relationship selling, client retention, and store branding through events and community partnerships. You will lead branding at store level, coordinating with store leadership to balance creative brand experiences with sales KPIs and ROI, while developing direct reports and strengthening client relationships.

This role reports to the store General Manager and requires a flexible schedule including evenings and

Qualifications

• 4+ years of relevant experience.
• History of building, leading, and coaching teams.
• Ability to synthesize data to determine actions.
• Experience presenting at the executive level.
• Proficiency with social media, Google Suite, Tableau, and CONNECT.
• Experience with InDesign.
• Willingness to stand, bend, and travel as needed.
• Flexible schedule including evenings, weekends, and holidays.

Responsibilities

• Develop detailed action plans for events and manage execution with partners.
• Manage event scheduling, budgeting, communications, planning, production and reporting.
• Plan seasonal events calendar across Market/Metroplex with brand partners.
• Partner with Regional Director to create seasonal strategies.
• Develop community relationships with philanthropic organizations and corporate partners.
• Create activations balancing brand appeal with selling goals and ROI.
• Cultivate relationships with client segments and engage directly with clients.
• Monitor client relationship KPIs and MVC health; adjust strategies.
• Drive client relationship initiatives in-store with leadership.
• Identify opportunities for Private Client Relations programs.
• Serve as strategic business partner to the General Manager and store leadership.
• Surface top client liabilities and plan strategies for large-ticket sales.

Skills

Leading teams

Executive presentations

Tableau

Google Suite

InDesign

Social media

CONNECT

Travel flexibility

Tools

Tableau

InDesign

Google Suite

CONNECT

Job description

WHO WE ARE

Neiman Marcus is a leading luxury retailer that provides a curated product assortment, unparalleled services, and exclusive activations for customers in Pursuit of the Extraordinary. It is known for creating the Neiman Marcus magic through exceptional customer experiences including the Neiman Marcus Awards, Fantasy Gifts, seasonal campaigns, and "Retail-tainment" initiatives. Neiman Marcus has a rich history as a brand builder, bringing together the world's top luxury designers and customers to foster a dedicated following for generations. It serves customers across its 36 stores, digital channels, and through remote selling. It is part of Saks Global’s portfolio of world-class luxury retailers and real estate assets.

YOU WILL BE

As the Customer Experience Manager, you’ll enable relationship selling and client retention and activation strategies in partnership with your store team. You’ll strengthen the brand by leading all branding and marketing activities at the store level including event planning and community engagement. You will work on-site, at your assigned store, and you will report to the store General Manager.

A Creative & Commercial Thinker: You possess the unique ability to design beautiful, engaging brand experiences while maintaining a laser focus on selling KPIs and financial returns.

An Operational Maestro: You thrive in fast-paced environments, managing multiple overlapping project timelines, budgets, and cross-functional communications with exceptional attention to detail.

A Natural Connector: You excel at building long-term, mutually beneficial relationships with local philanthropic organizations, corporate partners, media, and internal stakeholders.

A Collaborative Leader: You are a dedicated team player who believes in a "win together" philosophy, guiding and developing direct reports to reach theIr full potential.

WHAT YOU WILL DO

• 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.

WHAT YOU WILL BRING

• 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.

YOUR LIFE AND CAREER AT NEIMAN MARCUS

Opportunity to work in a dynamic fast paced environment at a company experiencing growth and transformation. Exposure to rewarding career advancement opportunities across the largest multi-brand luxury retailer from retail to distribution, to digital or corporate.

Benefits

• medical insurance


• dental insurance


• vision insurance


• 401(k) retirement plan


• basic life insurance


• supplemental life insurance


• disability insurance


• critical illness


• hospital insurance


• accident insurance

Comprehensive benefits package for all eligible full-time employees (including medical, vision and dental).

An amazing employee discount.

Salary Range

$94,388 - $117,986*

* Compensation for this role varies by geographic location. The listed range reflects multiple markets, including higher-cost areas. Actual starting pay will be determined based on work location, experience, and other job-related factors.

Exemplar Luxury Group is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world. On its website and app, Exemplar Luxury Group offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Exemplar Luxury Group for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services. The company is currently in the midst of a dramatic expansion, driven by significant enhancements to its platforms and offerings, with the goal of becoming the preeminent destination for luxury internationally.

Saks Global is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities.

Exemplar Luxury Group is an equal employment opportunity employer and is committed to providing reasonable accommodations to applicants with disabilities.

It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.