Director, NMG Customer Strategy

Job Description

Neiman Marcus Group is a relationship business that leads with love in everything we do-for our customers, associates, brand partners, and communities. Our legacy of innovating and our culture of Belonging guide our roadmap for Revolutionizing Luxury Experiences. Your Role The Director of NMG Customer Strategy is an internal strategy consultant responsible for the strategy and growth tied to customer segment specific outcomes across NMB and BGB. You will be the primary voice of our customer helping develop strategies that help meet enterprise and channel-specific customer targets and priorities/Goals across acquisition, retention and migration. As the Director, NMG Customer Strategy you will oversee the customer strategy for both BGB and NMB. You are eligible to work remotely and will report directly to the Vice President Customer Strategy. What You'll Do

• Lead customer planning and activation projects from conception to completion, working with Performance & Customer Growth, performance media, CRM, merchandising, integrated retail, digital and client growth teams
• Support the development and execution of a comprehensive customer strategy that is focused on qualified acquisition, driving repeat purchases, improving retention, while sharing insights across the banners.
• Increase the profitability and repurchase rate of customers by developing new or improving existing retention marketing strategies, including ad hoc private offers and other personalized journeys
• Determine relevant segments and clusters of customers for targeted direct marketing strategies
• Use voice of the customer insights to drive a deeper understanding of our customer need states to enlighten NMG's strategy across all disciplines
• Develop ad-hoc, monthly, and quarterly NMG operational review and strategy presentations on several corporate initiatives
• Identify and prioritize customer-led targeting opportunities at the channel, division, region/market and follow through with the activation to execute and drive growth
• Improve the integrated retail customer journeys through the identification and prioritization of critical engagement points.
• Partner with senior leaders to translate our goals, data and research insights into strategic customer activation plans & goals
• Provide coaching and feedback to direct Customer Strategy team including communication, follow-up, and general performance management

Qualifications:

What You Bring

• 7+ years of experience in related field (marketing, CRM, client engagement, customer strategy); retail consulting management is preferred
• Experience with Omni-Channel marketing
• Analytical and data-driven; and the ability to summarize and analyze data to identify trends and opportunities
• Implement a focused plan and to collaborate with teams
• Experience working with and presenting to C-level executives, work collaboratively, and gain agreement across a large organization.
• Experience with customer lifecycle management, strategy, metrics and journey mapping
• Expertise with PowerPoint and Excel
• Travel Less than 5-10%

Inclusive Benefits We offer an inclusive and comprehensive range of benefits to our valued associates, including:

• Medical, Dental, Vision Benefits
• Disability Benefits
• Paid Parental Leave, Paid Family Leave, and Adoption Support
• Paid Time Off
• Retirement Savings Plan (401K) and Life Insurance
• Financial Solutions
• NMG Associates Core Discount of 30%
• Personal and Professional Development Opportunities

For more information, please click "Our Benefits" section on our career site or reference the link here: https://www.neimanmarcusgroup.com/benefits About Neiman Marcus Group As one of the largest multi-brand luxury retailers in the U.S., with 3,000+ of the world's most desirable brand partners, we're delivering exceptional products and intelligent services enabled by our investments in data and technology. Through the expertise of our associates, we deliver and scale a personalized luxury experience across our three channels of in-store, eCommerce, and remote selling. Our NMG|Way culture, powered by our people, combines individual talents into a collective strength to make life extraordinary. Our brands include Neiman Marcus and Bergdorf Goodman. Our legacy of innovation and culture of Belonging guide our roadmap for Revolutionizing Luxury Experiences. As a female-founded, female-majority organization that outpaces the U.S. population in racial and ethnic diversity, our people are at the heart of our progress, and we take great care to protect and empower them. We are committed to equal employment opportunity regardless of race, color, religion, sex, pregnancy, sexual orientation, gender identity and/or expression, marital status, age, national origin, disability, genetic information, veteran status, or any other status protected by federal, state, or local law. We are committed to providing reasonable accommodations during our Talent Acquisition process. If you have a disability and need assistance or an accommodation, please email us at ApplicantSupport@NeimanMarcus.com.