Senior Director, CRM and Loyalty
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.
As an organization, NMG is on a transformational journey to become the preeminent luxury customer platform. NMG continues to deliver the best integrated customer experience and has evolved the business to succeed in the ever-changing retail landscape. NMG is a relationship business. What differentiates the organization from other luxury retailers are its unique assets: a strong store footprint, the most knowledgeable associates, an engaging online experience, solid brand partnerships, innovative digital and in-store experiences, the most loyal luxury customer base, and a strong balance sheet.
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’s priority is to develop a highly engaged and high-performing team where everyone belongs. The business attracts and retains best-in-class talent through unique offerings provided to associates in addition to standard employer benefits. These include an innovative way of working, associate discounts on merchandise, tuition reimbursement, associate hardship fund, and paid time off to volunteer, to name a few.
As part of NMG’s Environmental, Social, Governance (ESG) work, the organization is focused on driving its core value of being “All Heart.” NMG is also assessing its current environmental and social impact while developing a three-year plan to lead the luxury industry in its commitment and transparency to environmental and social sustainability. NMG strives to become an employer of choice, driven by a culture of Belonging. A dedicated team focuses on this journey, directly impacting how NMG conducts business throughout the workforce, workplace, and marketplace dimensions.
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.
- Lead our enterprise customer relationship management and lead strategic efforts focused on the total customer journey.
- Manage the Marketing Strategy and Customer Analytics teams that are responsible for marketing emails, push notification, SMS and loyalty.
- Partner with leaders across NMG, including digital, marketing, creative, technology, merchandising, and group operations, to support customer migration, business goals and strategy.
- Reports to the Vice President of Marketing Strategy & Customer Analytics.
- Lead customer relationship management and loyalty-based activities, including evaluation, processes, data, and platform infrastructure
- Partner with Product, Creative, Merchandising, Advertising, Customer Insight, and email service provider to identify email campaign requirements and success indicators
- Manage customer relationship projects and analytic workstreams to affect impact and strategy success
- Analyze data and partner with data teams to identify customers insights to develop and inform strategies to activate within channels and mobile app to support business needs
- Develop targeted, data-driven customer journeys across email, SMS, push notification and loyalty platforms to design integrated, elevated brand stories and develop new approaches to drive customer behavior and growth
- Use customer experience expertise, including taxonomy, CRM, value proposition, and competitive reviews, to inform design practices influencing the customer journey and experience
- Partner with senior leaders, build relationships, communicate strategy, and answer ad hoc questions
- Monitor team capacity and performance by executing, anticipating and adjusting for project demands, risks and roadblocks
- Review the data governance process to ensure all customer touchpoints are mapped, optimized and efficient based on annualized customer growth targets
- 10+ years of experience leading a customer-centric, digital marketing and E-commerce focused retail organization, or equivalent industry experience
- Design strategy while balancing day-to-day, hands-on execution
- A structured approach to solving problems, analyzing data, summarizing insights, and communicating recommendations and next steps to ensure success across teams and strategies
- Success using data and analytics to inform digital retail landscape and customer relationship management strategies
- Experience collaborating with senior leaders, identifying indicators, and measuring success across multiple businesses
- Experience delivering presentations to executive leaders, sharing compelling ideas to teams, and translating complexity across audiences
- Success developing and leading teams and serving as a catalyst for action and change across projects large to small
Inclusive Benefits
- Medical, Dental, and Vision Benefits, including wellness and healthy lifestyle support, for associates, spouses, domestic partners, and children
- Flexible Spending Account for eligible medical and dependent (day care) expenses
- Disability Benefits, including Short-Term Disability providing income replacement up to 26 weeks
- 16 weeks Paid Parental Leave, 2 weeks of Paid Family Leave, and Adoption Support of $10,000
- Paid Time Off, including 6 paid holidays, unlimited vacation, 3 volunteer days, and 7 sick days per full year of service
- Retirement Savings Plan (401K) with NMG matching and $20,000 Term Life Insurance paid by NMG with additional voluntary coverage available
- NMG Associate’s Core Discount of 30% with multiple in-store opportunities for an additional 30% off across select brands
- NMG Matching Gift Program up to $2,000 to eligible non-profits, Hardship Assistance Grants up to $7,500 for Associates, and a volunteer opportunity hub through NMG’s All Heart Program
- Personal and Professional Development Opportunities with 16,000+ online learning opportunities, including NMG’s Fashion Your Future, LinkedIn Learning, MasterClass, BetterUp, Connected Leaders Academy, 9 Associate Community Networks, and additional personalized learning experiences