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BROBSTON GROUP

Director, Customer Growth

Posted 3 weeks ago
Dallas
Market: TX - Dallas
Industry Segment: Department Stores
Category: Client Development
Seniority: Director
Job Type: Full time

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

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Director, Customer Growth
Neiman Marcus
Dallas
Department Stores
Full time
Posted 3 weeks ago

Marketplace Role

As a service to our candidates we present 1000’s of luxury industry roles as part of our Marketplace offering. For these jobs you will be forwarded to the brand to apply directly.

Job Description

Summary Statement:

The Director, Customer Growth, sets the vision, strategy, and execution path, along with the broader Neiman Marcus Brand (NMB) leadership team, to drive outsized growth with high-value clients. This role is a blend of ideation/strategy plus implementation/operationalizing.

Responsibilities & Qualifications

Responsibilities & Duties

  • Crafting seamless, end-to-end omnichannel journeys for our high-value clients, from ideation to strategy development to successful execution
  • Embedding a culture and providing hands-on coaching in agile ways-of-working with test and learn activities, including all project/program systems and related data, program requirements and training, program implementation and tracking
  • Overseeing all working team operations by improving processes, prioritizing activities, and creating innovative solutions to operational challenges
  • Partnering cross-functionally with other leaders in our Customer Strategies, Customer Engagement, Retail, Product & Technology, eCommerce, and Marketing teams to bring to life these journeys and experiences
  • Communicating with senior leadership at NMB on progress and key business outcomes (i.e., frequency, engagement, customer satisfaction, customer migration, sales plans, etc.).
  • Shape and implement the strategy for relevant client segments that meets the overall vision for NMB
  • Curate the client experience by driving client programs that build loyalty, strengthen NMB recognition, and provide individually customized services and experiences
  • Drive key business objectives (e.g., targets on retention and frequency / trips) and own full responsibility of revenue and margins
  • Grow top line and maximize bottom line profits while maintaining long-term growth mindset and innovating client experiences with brand
  • Build and lead a high-performing team of direct and indirect reports
  • Establish the brief for key partners in Customer Strategies, Customer Engagement, Marketing, Product and Technology, and Data Science teams to develop, define, and deliver program essentials
  • Understand the value drivers of the business and identify profitable opportunities to grow revenue and market share through client engagement and upward migration
  • Diagnose and drive changes to client offerings, experiences and approaches based on detailed decomposition of leading indicators and KPIs
  • 8-10 years’ experience in the luxury or fashion industry, including experience with consulting, corporate ventures, and/or startup environments, ideally in a service-based business
    • Prior omni-retail senior management experience required (minimum 5 years)

  • History of leading, motivating, and coaching teams to achieve objectives, including driving change management within an organization
  • Experience building a function/team from the ground-up (either within a larger organization or at a startup)
  • Demonstrated aptitude for analytical and conceptual problem solving; comfort with quantitative analysis, including leveraging multiple sources of data (e.g., transactions, Crm, voice-of-the-customer) to develop action-oriented solutions
  • Ability to communicate complex ideas and results effectively at multiple levels of the organization, including executive-level communications
  • Highly skilled in collaborating cross-functionally and managing through influence in a matrixed organization to achieve shared goals
  • Experience in leading and/or working in an agile environment is required
  • Experience holding full P&L accountability including commercial accountability alongside possessing strong business acumen and awareness of trends across luxury, fashion, and consumer.
  • Comfortable and effective inspiring your team as with ability to use data and analytics to dive deeper into setting specific plans and objectives to drive performance and growth
  • Experience with stakeholder interfacing and management at all levels
  • Associates must be willing to work a flexible schedule based on business need, which will include evenings, weekends, and holidays
  • Travel up to 20%

Additional Information

  • Posting Date: Oct 5, 2022
  • Overtime Status: Exempt

About Neiman Marcus

NMG and our brands—Neiman Marcus, Bergdorf Goodman, Last Call, and Horchow—are relationship businesses that lead with love for our customers, associates, brand partners, and communities. Our strategy of integrated luxury retail is about creating long-term relationships with our customers. It’s this connection that creates emotional and high lifetime value potential.

Leveraging the expertise of our 9,000+ associates, we exhibit a growth mindset in how we deliver across our three channels of in-store, ecommerce, and remote selling. In addition, we are continuing to make investments in data and technology that allow us to scale a personalized luxury experience.

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Director, Customer Growth
Neiman Marcus
Dallas
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Director, Customer Growth
Neiman Marcus
Dallas

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