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.
Summary Statement: The purpose of the Service Ambassador role is to engage the customer in a friendly way throughout the store, attend to their needs quickly and contribute to a modern, elevated shopping experience. They have an important role driving conversion and sales while helping ensure the right customer experience is happening on the floor, at all times. In addition, they may perform other customer service duties to support the store team, as needed. While required to perform some operational tasks to appropriate service customer needs (~25% of time), the main focus of this role is to support and deliver Service Excellence (~75% of time)
Responsibilities & Duties
1. Drives and ensures an Excellent Customer Experience throughout the store
•Personally ensures clients have been properly welcomed and greeted, acting as a personal host at store entrances and high traffic spaces in a timely manner
•Takes cues from customer and delivers the appropriate experience
•Ensures seamless transitions across service levels based on customer needs and areas of interest and that any requests/issues mentioned by the customer are immediately addressed
•Serves in different areas of the store based on business needs (covering breaks, etc.) and ensures sales associates are dynamically covering all areas/categories on that floor
•Champion Selling Ceremony and provide feedback to sales associates and management
•Be an overall concierge for the store with knowledge to provide appropriate recommendations
•Expected to meet customer satisfaction goal (NPS, Customer Surveys and any future measurements) and contribute to month-over-month improvement to sales conversion rates
•Support Operational functions that improve efficiencies and overall customer experience
2. Makes the customer experience easy
•Efficiently and graciously handles escalated issues as needed; connecting customer with a member of the management team where necessary
•Demonstrates timely follow-through on customer requests, questions and needs
•Handle complex returns and ensure standard returns are being processed by all associates on the floor seamlessly
•Manage the overall process and act as the expert for store appointment booking effectively using the booking tool and addressing issues
•Support BOPIS and Curbside pickup, Alterations (online and pickups) in partnership with Operations team and Managers on duty
•Gift wrap assistance –facilitating the service and delivering the finished product
•Handle parking validation and take packages to customer’s car whenever possible
3. Sell the Store
•Educates self and promote merchandise, events, promotions, InCircle new accounts, and other services during customer interactions
•Recommends merchandise based on product knowledge and customer preferences
•Uses tools and technology effectively to deliver what the customer is looking for
•Looks for opportunities to enhance the customer experience by introducing our services such as Alterations, Personalization, Food or Beverage, package carry-out or delivery, etc.
•Champions the operational experience by assisting in operational tasks
4. Contribute to team’s success
•Support the use of tools to meet customers’ needs (i.e. CONNECT, appointment tool)
•Steps in as a partner to enhance and expedite the customer experience and support Fitting Room experiences when available
•Transitions customer to appropriate associate based on service needs
•Minimum 2 years of experience
•Experience in customer service-oriented roles with proven ability to sell product and services
•Familiar with and able to use retail and mobile technologies
•Associates must be willing to work a flexible schedule based on business need, which will include evenings, weekends, and holidays
Passion for People
•Exhibits a high energy, positive and welcoming attitude to others
•Approaches each internal/external customer interaction in the spirit of developing a trusting, long-term relationship
•Strong problem-solving skills: takes ownership of internal/external customer problems and resolves them quickly
•Acts with internal/external customers in mind
•Effectively listens to others, and shows respect for others’ opinions
•Adapts to work effectively with others who have different communication/working styles
•Communicates with professionalism and tact
•Contributes to a positive work environment that makes work rewarding and enjoyable
•Establishes trust and mutual respect when interacting with others
•Consistently displays responsible, honest, and ethical behavior towards peers, customers, partners, vendors and others in the organization
Passion for Business
•Continually expands personal knowledge of new products, services, solutions and/or offerings, and uses that knowledge to gain internal/external customers.
•Thinks creatively when faced with business challenges or opportunities
•Understands and communicates how own work contributes to achievement of the organization’s objectives
•Demonstrates perseverance and resilience in the pursuit of goals
•Exhibits a “can-do” attitude and willingness to take on challenges
•Works effectively and efficiently, contributing to team goals
•Prioritizes time and effectively uses resources to achieve personal goals
•Exhibits flexibility and remains calm in a changing environment
Passion for Personal Growth
•Continuously builds skills and knowledge through training, coaching, and career experiences
•Demonstrates a working knowledge and appreciation of the NMG business and the fashion industry
•Conveys energy and enthusiasm for Neiman Marcus Group and personal work
•Adapts personal approach in response to diverse situations and people
•Responds to unexpected changes in work environment with creativity and resilience
•Establishes and upholds high personal standards for individual work and environment
•Maintains a customer-centric mentality versus a solely store-centric one
This job description is not designed to cover or contain a comprehensive listing of duties, responsibilities, or activities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.