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Client Development Program Manager-Remote

Company: Neiman Marcus Group
Location: Irvine
Posted on: June 25, 2022

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.
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 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.
The Manager, Client Development Programs, will partner with the Director, Client Development Programs and the entire Client Development team to ensure seamless creation, launch and execution of all Client Development Programs.
This manager is dedicated to leading the creation, testing and rollout of key initiatives / tools that enable Client Advisors to drive digital engagement that deepen customer relationships and increase customer loyalty with the Neiman Marcus Brand. This manager is hands-on, managing rollouts of new programs, gathering feedback from store teams, and serves as the program point of contact for Client Development Market Metro Managers, Regional Client Development Directors, and store leaders. Highly engaged with stores and cross functional teams, this role requires partnership and cross-collaboration with store leadership and functional teams in Product / Technology, Training, Retail Service Experience and Change Management.
The Manager, Client Development Programs, will partner with the Director, Client Development Programs and the entire Client Development team to ensure seamless creation, launch and execution of all Client Development Programs.
This manager is dedicated to leading the creation, testing and rollout of key initiatives / tools that enable Client Advisors to drive digital engagement that deepen customer relationships and increase customer loyalty with the Neiman Marcus Brand. This manager is hands-on, managing rollouts of new programs, gathering feedback from store teams, and serves as the program point of contact for Client Development Market Metro Managers, Regional Client Development Directors, and store leaders. Highly engaged with stores and cross functional teams, this role requires partnership and cross-collaboration with store leadership and functional teams in Product / Technology, Training, Retail Service Experience and Change Management.
Responsibilities & Duties

  • Partners with cross functional and store teams to deliver strategic program management for Client Development programs and initiatives, including but not limited to: NM Connect, OneApp, SA Match
  • Owns and oversees end to end program creation, pilot testing, implementation, and optimization in stores, partnering with cross functional Training, Product / IT, and Change Management teams to ensure successful rollout, ongoing education, development, and training on digital tools
  • Builds program content and leverages open communication and relationships with cross functional leaders and store teams for effective buy-in and engagement, leading to lasting company change
  • Leverages data to develop insights, actions and decisions , pivoting where necessary to address changes in business needs
  • Collates feedback of pilot programs and tools from pilot audiences (Market Metro Managers and store leaders/associates where applicable) to inform, adjust and prepare programs for scale
  • Analyzes and tracks the performance of key programs/actions to driving loyal client growth
  • Serves as the program point of contact for Market Metro Managers, working closely with store teams to overcome obstacles, gather feedback on progress, and troubleshoot issues
  • Manages escalation of program / tool support questions and issues to relevant partners, providing timely resolutions to stores
  • Partners with Director/RCDDs and Market Metro Manager on NM Connect tool feature guidance and use case best practices to scale for Client Advisors and leaders
  • Partners with Director/RCDDs and Product / IT team on prioritization of enhancements to tools and programs based on business need
  • Drafts and releases weekly store communication of Connect tool enhancements and program updates
  • Manages updates to existing library / archive of NM Connect Training and Digital Selling Training materials for leaders and associates to ensure resources are kept up to date (in partnership with Training team)
  • Drives increases in key CD KPIs - Loyal customer sales, average trips, remote/digital selling, and store usage and adoption of tools / programs
    Qualifications/ Skills
    • 5-7 years of experience, luxury retail fashion experience preferred
    • 4-year degree
    • Highly proficient with technology; digital sales / CRM tool experience a plus
    • Advanced business acumen and analytical skills
    • Previous experience navigating complex business problems
    • Flexible and able to pivot to address changes in business needs
    • Experience in large scale, cross functional corporate program management and proven track record in achieving desired results
    • Retail Client Development/CRM experience preferred; training and change management experience a plus
    • Hands on and passionate about working with store teams
    • Excellent oral and written communication skills
    • Strong attention to detail
    • "Win together" mentality
    • Advanced proficiency with MS Office Product Suite, specifically Excel and PowerPoint
    • 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 needs, which will include evenings, weekends, and holidays
    • Travel may be required, up to 30%
      Responsibilities & Duties
      • Partners with cross functional and store teams to deliver strategic program management for Client Development programs and initiatives, including but not limited to: NM Connect, OneApp, SA Match
      • Owns and oversees end to end program creation, pilot testing, implementation, and optimization in stores, partnering with cross functional Training, Product / IT, and Change Management teams to ensure successful rollout, ongoing education, development, and training on digital tools
      • Builds program content and leverages open communication and relationships with cross functional leaders and store teams for effective buy-in and engagement, leading to lasting company change
      • Leverages data to develop insights, actions and decisions , pivoting where necessary to address changes in business needs
      • Collates feedback of pilot programs and tools from pilot audiences (Market Metro Managers and store leaders/associates where applicable) to inform, adjust and prepare programs for scale
      • Analyzes and tracks the performance of key programs/actions to driving loyal client growth
      • Serves as the program point of contact for Market Metro Managers, working closely with store teams to overcome obstacles, gather feedback on progress, and troubleshoot issues
      • Manages escalation of program / tool support questions and issues to relevant partners, providing timely resolutions to stores
      • Partners with Director/RCDDs and Market Metro Manager on NM Connect tool feature guidance and use case best practices to scale for Client Advisors and leaders
      • Partners with Director/RCDDs and Product / IT team on prioritization of enhancements to tools and programs based on business need
      • Drafts and releases weekly store communication of Connect tool enhancements and program updates
      • Manages updates to existing library / archive of NM Connect Training and Digital Selling Training materials for leaders and associates to ensure resources are kept up to date (in partnership with Training team)
      • Drives increases in key CD KPIs - Loyal customer sales, average trips, remote/digital selling, and store usage and adoption of tools / programs
      • Qualifications/ Skills
      • 5-7 years of experience, luxury retail fashion experience preferred
      • 4-year degree
      • Highly proficient with technology; digital sales / CRM tool experience a plus
      • Advanced business acumen and analytical skills
      • Previous experience navigating complex business problems
      • Flexible and able to pivot to address changes in business needs
      • Experience in large scale, cross functional corporate program management and proven track record in achieving desired results
      • Retail Client Development/CRM experience preferred; training and change management experience a plus
      • Hands on and passionate about working with store teams
      • Excellent oral and written communication skills
      • Strong attention to detail
      • "Win together" mentality
      • Advanced proficiency with MS Office Product Suite, specifically Excel and PowerPoint
      • 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 needs, which will include evenings, weekends, and holidays
      • Travel may be required, up to 30%

Keywords: Neiman Marcus Group, Irvine , Client Development Program Manager-Remote, Executive , Irvine, California

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