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BROBSTON GROUP

Manager, Live Chat

Posted 3 weeks ago
Dallas
Market: TX - Dallas
Industry Segment: Department Stores
Category: eCommerce
Seniority: Manager
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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Manager, Live Chat
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 Live Chat Manager is responsible for overseeing, training and supporting the live chat digital styling team. This role oversees styling live chat sellers and not customer care live chat associates. This leader will play a key role in developing the strategy for both scaling live chat across sellers as well as defining and driving benchmark KPI’s to elevate the client’s experience when engaging with chat. This position will partner with the Vice President of Digital Selling, Customer Care, Digital Styling and Product teams to make return on investment driving recommendations around live chat. The Live Chat Manager is a highly collaborative, sales-driven decision maker who can manage multiple projects and thrives in a fast-paced, rapidly evolving environment.

Responsibilities & Duties

  • Oversees live chat team of digital stylists including hiring new stylists devoted to chat
  • Owns live chat KPI’s and drives them through sellers and technology improvements
  • Trains the live chat team and develops “rulebook” for engaging on chat and conversation best practices including scripting
  • Establishes and owns sales targets for live chat
  • Owns content & social selling roadmap & strategy
  • Liaison and subject matter expert to product team for live chat
  • Subject matter expert that provides strong input into technology roadmap for live chat and conversational commerce
  • Direct point of contact for live chat program & reporting liaison to senior leadership teams
  • Develops live chat team to grow into broader selling roles
  • Responsible for consistently meets or exceeds sales goals & comfortable working on tight deadlines
  • Professional, resilient and an enthusiastic team player, with a demonstrated commitment to customer service excellence
  • Approaches opportunities through a problem-solving lens, meticulous attention to detail, and always open to collaborative feedback
  • Advanced understanding of how to use live chat to drive digital businesses
  • Flexible and able to quickly adapt to an ever-evolving business and keep pace with technology

Qualifications

  • 3+ years of relevant experience managing a live chat team (preferably a selling team vs customer care)
  • Bachelor’s degree preferred
  • Entrepreneurially driven and goal oriented with the ability to multi-task with little or no direction
  • Proven experience managing sales goals & driving to results, including coaching to desired behaviors and performance expectations
  • Advanced presentation skills and experience interfacing and presenting to senior teams
  • Motivated and results driven, excited by digital and eager to make an impact
  • Proven strength in both oral and written communication skills, including the ability to develop and deliver presentations to senior management and large groups in a professional, concise, and direct manner. Possess the ability to influence others
  • Strong organizational skills with the ability to manage multiple projects with competing demands for resources
  • Previous people leadership experience including developing, training, and growing team members to maximize their full potential
  • Proven track record achieving results
  • Strong attention to detail
  • “Win together” mentality
  • Strong proficiency with Ms Office Product Suite
  • Associates must be willing to work a flexible schedule based on business needs, which will include evenings, weekends, and holidays
  • If not Dallas-based, potential travel up to 10%, annually.

Additional Information

  • Posting Date: Sep 22, 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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Manager, Live Chat
Neiman Marcus
Dallas
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Manager, Live Chat
Neiman Marcus
Dallas

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